Symetra Financial Customer Service Representative in United States

Job Title:

Customer Service Representative

Area of Interest:

Customer Service and Call Center


West Des Moines



Job Description:

Symetra is a dynamic and growing financial services company with 50 years of experience and customers nationwide. In our daily work delivering retirement, employee benefits, and life insurance products, we’re guided by the principles of VALUE, TRANSPARENCY AND SUSTAINABILITY. That means we provide products and services people need at a competitive price, we communicate clearly and honestly so people understand what they’re getting, and we build products that stand the test of time. We work hard and do what’s right for our customers, communities and employees. Join our team and share in our success as we work toward becoming the next national player in our industry.

Are you passionate about providing a great customer experience?

Symetra is actively recruiting for an Associate Customer Service Representative to join our Retirement Call Center in West Des Moines, IA. To be successful in this role, it is critical that representatives are consultative and attentive to customer needs and professional and proficient in handling questions and changes over the telephone. They are accepting of a structured work environment that includes specific shift start and end times, as well as specific break and lunch times, so that we can ensure our service standards are achieved. This includes routine call quality monitoring and regular feedback and coaching from their manager. Responsibilities Include:

  • Answer incoming phone calls from agents and customers, assisting with a variety of inquiries, including status on pending new business applications and pending in-force transactions; assisting with specific in-force policy questions, product information, information on rates, and service issue resolution.

  • Requires a working knowledge of processes and procedures for New Business, Claims, and In-force Back Office, navigating multiple administrative systems.

  • Required to document detailed and concise notes on all interactions

  • In some instances, process and maintain department SLAs by processing basic transactions and servicing customer requests with a sense of urgency and accuracy. Perform additional tasks at the request of management.


  • Strong customer service orientation, including demonstrated interpersonal skills

  • Strong oral and written communication skills

  • Demonstrated organizational and follow-up skills

  • Ability to manage multiple responsibilities and priorities concurrently

  • Able to maintain a good attendance history and report to work at scheduled time

  • Proven ability to learn and manage multiple PC and mainframe applications

  • Ability to research answers, learn quickly, and retain information

  • Demonstrated initiative and self-motivation

  • Able to work under pressure and adverse conditions

  • Call center experience (preferred)

  • Four year college degree or equivalent experience (preferred)

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