Customer Service Associate III Onboarding

Guardian Life Bethlehem , PA 18018

Posted 2 months ago

Position Summary

The Customer Service Associate III, Onboarding is the primary implementation contact for new customers and existing customers adding additional products to their group plan. They are accountable for leading customers through the implementation process and facilitating a timely and accurate implementation. They will develop cross-business connections and continuously strive to provide superior customer service. The Onboarder will earn the trust and confidence from our customers by displaying technical and functional competence in Guardian's products and services while upholding the Guardian values.

Candidate Responsibilities

  • Provide superior customer service throughout the onboarding process; includes both phone and email support.

  • Serve as the single point of contact for Plan Holders and Brokers through the case implementation process

  • Lead calls with Brokers and customers to set expectations and obtain information regarding the implementation.

  • Educate customers about Guardian capabilities, required plan set-up information and timelines to set clear expectations.

  • Proactively anticipate and address customer questions, troubleshoot and resolve issues timely.

  • Distribute all application and enrollment materials to customers and facilitate timely completion.

  • Serve as a subject matter expert and evaluate plan set up to ensure it adheres to all state guidelines.

  • Evaluate and review all application materials, identify incomplete or missing information and work with customers to resolve all discrepancies.

  • Understand and influence (when applicable) the customer's upfront enrollment strategy. Communicate timelines and milestones; monitor progress and resolve issues.

  • Facilitate the timely gathering of necessary enrollment information to ensure accuracy of the first bill.

  • Collaborate with internal areas to streamline the end-to-end process and enhance the customer experience.

  • Serve as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues.

Reporting Relationships

  • This position reports to the Team Leader, Centralized Onboarding who, in turn, reports to the Director, New Business Onboarding.

Functional Skills

  • Adapts to changing business priorities and environments

  • Influential communication skills in highly cross-functional role

  • Ability to solve practical problems and timely issue resolution

  • Excellent customer facing skills and a demonstrated proactive approach to problem-solving

  • Strong organizational and time management skills

  • Works effectively with associates across the Group Business

  • Ability to deal with ambiguity and change.

  • Ability to multi-task effectively, paying attention to details within tight timeframes

Leadership Behaviors

  • Continuously strives to provide superior products and customer service

  • Expresses oneself in an open and honest manner

  • Demonstrates self-awareness and embraces feedback

  • Position Qualifications

  • Bachelor's Degree required or equivalent work experience in business, operations or related field preferred.

  • Minimum 3 years of Insurance Industry experience or equivalent, preferably in a service related function

  • Proficiency in Microsoft Office products required

  • Ability to work overtime during peak periods

Travel

  • This position does not require travel.

About Guardian

Every day, Guardian gives 26 million Americans the security they deserve through our insurance and wealth management products and services. Since our founding in 1860, our long-term view has helped our customers prepare for whatever life brings whether starting a family, planning for the future or taking care of employees. Today, we're a Fortune 250 mutual company and a leading provider of life, disability and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of ~9000 employees and our network of over 2750 financial representatives is committed to serving with expertise when, where and how our clients need us. Our commitments rest on a strong financial foundation, which at year-end 2017 included $8.0 billion in capital and $1.6 billion in operating income. For more information, please visit guardianlife.com or follow us on Facebook, LinkedIn, Twitter and YouTube. Guardian is a registered trademark of the Guardian Life Insurance Company of America.

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.

Guardian2019


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Customer Service Associate III Onboarding

Guardian Life