Claim Service Coordinator

Our Claims Call Center Team is known for delivering outstanding customer service and is seeking individuals with proven work experience to fuel our dynamic work environment. At Guardian, we feel our employees are the core ingredient to the success of our business and should receive the same amount of attention and care as our clients. If you are a candidate that enjoys speaking with customers in a contact center environment, we want to hear from you! 

You are

Someone that works well in a team as well as independently.  You have exceptional attention to detail as well as excellent written and verbal communication skills. You can manage multiple priorities while maintaining a positive and supportive attitude in a fast-paced environment.

You will

• Leverage strong insurance background to resolve customer inquiries related to Life, Annuity, and Waiver of Premium Insurance coverage.

• Properly verify callers by obtaining Personally Identifiable Information (PII) to ensure policy details are only supplied to the appropriate parties.

• Engage with customers to understand their needs and provide accurate information on policy features, benefits and claim status.

• Achieve customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service.

• Utilize strong emotional intelligence and soft skills to de-escalate caller concerns and set clear expectations of next steps necessary to resolve an inquiry. Appropriately identify and actively refer escalations to the next level when required.

• Be responsible for creating a detailed intake file for multiple business lines, while managing incoming/outgoing customer communications.

• Strive to solve complex problems while making quick but thoughtful decisions to resolve client issues.

• Proactively support coworkers by ensuring a balanced workload across the team.

• Objectively listen to others, share ideas in a clear and precise manner while positively contributing to discussions/meetings.

• Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer is seamless.

• Meet and exceed all individual quality performance metrics.

You have

• Previous experience in high-volume inbound/outbound  call center, with a focus on life insurance, annuities or financial products.

• A positive attitude, coupled with kindness and patience in trying situations. Ability to respond well to unexpected queries and reactions.

• Strong attention to detail and accuracy in processing claim set-ups and other policy-related transactions.

• Proven track record of delivering high-quality customer service and resolving issues effectively.

• Professional “people-first” attitude and dedication to providing superior customer facing service.

• Ability to work collaboratively in a team environment and contribute to a positive work culture.

• Proven track record of interfacing with diverse clientele and identifying opportunities to improve customer experience.

• Demonstrated track record in providing quality internal/external customer support.

• Superior oral and written communication skills.

• Strong organizational skills and an ability to multitask.

• Solid understanding of computer systems coupled with strong keyboarding skills.

•  1-3+ years of high-volume incoming/outbound call center experience preferably in the life insurance, annuity, or financial product sector.

• A college or university degree or the equivalent work experience.

Location and Travel

• The primary location for this position is on campus (Bethlehem, PA or Pittsfield, MA) 3 days in the office 2 days WFH.

• Minimal travel - less than 10% travel is required for this position.

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

Equal Employment Opportunity

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.