Customer Operations Lead

Symetraexternal

Telecommuter, WA, US Until 10/5/2026 5+ years exp First posted August 6, 2026 Last posted August 6, 2026

Job description

Summary

The Customer Operations Lead serves as a subject matter expert on a variety of retirement account questions and issues, providing support to both internal and external customers. In addition, they are responsible for processing advanced transactions and performing account and plan maintenance. Specific areas of knowledge they are expected to master include: IRS annual contribution limits, plan loan requirements, death claims, taxation regulations, 1035 exchanges, employer sponsored plans, individual retirement plans, etc. They are expected to utilize this knowledge to improve business processes, update department procedures, train junior staff, and manage small to medium department projects. They frequently work on complex issues with the Legal and Compliance Departments.

Responsibilities

✔ Identify opportunities to improve business processes. Maintains and updates the established department training procedures and documentation.
25%

✔ Run queries and review various reports (including production, SLA, error reports, etc.) Identify and resolve resulting issues.
25%

✔ Works with the team to ensure that client escalations are resolved in an expedient manner.
15%

✔ Perform Quality Assurance duties as assigned; including review and release of financial transactions.
15%

✔ Respond to retirement plan related inquiries from internal and external customers. Speak to advanced topics such as plan loans, rollover, transfers, etc.
10%

✔ Work with customers to facilitate proper plan terminations. Works with Compliance and Legal to resolve complex customer issues.
10%

Skills

✔ Customer Service
4 - Advanced

✔ De-Escalation
3 - Proficient

✔ Detail Oriented
3 - Proficient

✔ Digital Literacy
3 - Proficient

✔ Insurance Knowledge
4 - Advanced

✔ Leadership
2 - Developing

✔ Problem Solving
3 - Proficient

✔ Relationship Mgt
4 - Advanced

✔ Training
3 - Proficient

✔ Written and Verbal Skills
4 - Advanced

Specialty Education Required

College degree or equivalent work experience.

Designations and/or Certifications Required

Professional certifications or designations appropriate and relevant for this role.

Typical Years of Experience

5-7 years of cumulative, relevant experience

Impact

Frequently works with a variety of internal customers generally providing complex information. May contact external/internal customers/clients and answer questions which are generally complex in nature.

Job Complexity

Provides varied support to include complex functions, assigned administrative programs and projects. Coordinates a broad variety of processes and activities. Serves as a contact and resource for customers; produces a wide variety of reports. Identifies problems and relevant issues in complex situations, assessing each using past work experience to make sound decisions. Anticipates patterns and links; looks beyond the immediate problem to wider implications. Generates new and innovative solutions to problems.

Skills And Knowledge

Requires extensive knowledge of duties. Must have excellent verbal and written communications skills, typically developed through a combination of job-related training and experience. Analyzes and resolves varied office problems; uses initiative and independent judgment within established procedural guidelines. May be relied upon in escalation situations.

Reporting Structure

Completes tasks as required by the needs of the department. Works autonomously within established procedures and practices. May act as a lead, coordinating the work of others, but no direct supervisory responsibility.

Contact with Others

Customers, agents, field employees. Inside contact with unit, department, and company employees.

About this role

Summary

Support retirement accounts, resolve complex issues, improve processes, train staff.

Job title

Customer Operations Lead

Experience level

5-7 years

Minimum experience

5+ years exp

Industry

financial services

Location requirements

Remote work allowed, based in Washington, USA

Salary

Not specified

Management role

Skills & keywords

Required skills

customer servicede-escalationdetail orienteddigital literacyinsurance knowledgeleadershipproblem solvingrelationship managementtrainingwritten and verbal skills

Preferred skills

None specified

Specializations

retirement accountsfinancial transactionscustomer servicelegal and compliance

Locations

Structured locations inferred from the posting.

Washington, USA

Remote State