Associate Account Service Manager

Associate Account Service Manager (AASM)

Role Overview

The Associate Account Service Manager (AASM) serves as a primary point of contact for Guardian’s clients (planholders and brokers), managing complex service inquiries while delivering insight-driven, client-focused solutions. This role blends strong analytical thinking, proactive issue resolution, and consultative communication to enhance the client experience and operational effectiveness.

You Will

• Own and resolve complex client inquiries end-to-end, applying structured problem-solving and critical thinking to identify root causes and deliver sustainable solutions
• Analyze service trends and internal data to proactively identify risks, patterns, and opportunities for process improvement
• Partner with internal stakeholders (e.g., claims, underwriting, operations, billing) to navigate issues, remove barriers, and ensure aligned, timely outcomes
• Build and maintain trusted relationships with clients and brokers through clear communication, expectation-setting, and follow-through
• Provide consultative guidance to clients, including education on products, policies, processes, and emerging considerations impacting their plans
• Monitor account activity and service indicators, anticipating potential issues and taking proactive action to mitigate risk
• Ensure accuracy and quality of policy-related changes, identifying and addressing discrepancies as needed
• Contribute to continuous improvement efforts by surfacing insights, recommending enhancements, and supporting evolving processes and tools

You Are

• A critical thinker who can connect data, context, and business impact to solve complex problems
• A strong communicator who can simplify complexity and navigate conversations with clients and internal partners
• Comfortable navigating feedback, ambiguity, and competing priorities in a dynamic environment
• A proactive operator who anticipates issues and acts before they escalate
• Curious and adaptable, with a continuous improvement and change mindset
• Digitally savvy, with comfort leveraging technology, data, and emerging AI tools to enhance effectiveness

You Have

• Bachelor’s degree or equivalent experience
• Experience in a client-facing, service, or account management role
• Demonstrated ability to:
  • Analyze information and solve problems
  • Communicate effectively across audiences
  • Manage multiple priorities with attention to detail
• Experience working across multiple systems; familiarity with modern tools or automation is a plus
• Exposure to Group Benefits products preferred

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 MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here. 

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