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


  • 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 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.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Associate III

Lowe's Companies, Inc.

Posted 1 month ago

VIEW JOBS 3/22/2019 12:00:00 AM 2019-06-20T00:00 Job Description Position DescriptionResponsible for assisting customers with all of their shopping needs including assisting customers in the selection, demonstration, preparation and loading of merchandise. Also responsible for responding to customer inquiries throughout their shopping experience including promoting customer loyalty plans and/or extended protection/replacement plans where appropriate.Job RequirementsCSA Sales Floor: Requires morning, afternoon and evening availability any day of the week. Weekend/Holiday Team: Requires morning, afternoon, and evening availability on Friday, Saturday, Sunday, and holidays.Weekday Team: Requires morning and afternoon availability Monday through Friday during peak day hours.Physical ability to move large, bulky and/or heavy merchandise. Physical ability to perform tasks that may require prolonged standing, sitting, and other activities necessary to perform job duties.Minimum Qualifications6 months experience using a computer, including inputting, accessing, modifying, or outputting information.6 months experience using a handheld device (e.g., mobile phone, LRT gun, palm pilot, tablet, iPod) to enter, access, and output information.Preferred QualificationsAssociate's Degree in Business, Retail Management, Specialty related to department (e.g., design, appliances) or related field OR Certification in trade related to department (e.g., kitchen, plumbing, electrical, lawn and garden).1 year retail experience identifying and selling products based on customer needs, including credit cards, installations, add-on sales, and explaining warranties, product features, and benefits.1 year retail experience providing customer service, including identifying and resolving customer issues, assisting customers in locating product, greeting customers, answering phones, building relationships with customers, and thanking customers for their business.1 year retail experience in related department (e.g., kitchen, plumbing, electrical, lawn and garden).1 year experience working in any department at a Lowe's retail store. Lowe's Companies, Inc. Bethlehem PA

Customer Service Associate III Onboarding

Guardian Life