Customer Service Representative

Guardian Life , CT

Posted 2 months ago

Position Summary

While they say the customer should always be the main focus of a service-oriented business, at Guardian, we feel our employees should also receive the same amount of attention and care. In addition to the typical benefits package that you would receive from another employer, we have gone above and beyond to show our employees they are not just another number.

You Will

  • Resolve customer inquiries related to Life Insurance coverage, while ensuring you deliver a 5-star customer experience.

  • Research premium or loan payment related matters, assist clients with making policy changes including updates to address of record, listed beneficiaries, while recognizing when the client should consult with their financial professional for further guidance.

  • Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, client survey scores, etc.

  • Properly verify callers by obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.

  • Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer continues to occur.

  • De-escalate caller concerns and set clear expectations of next steps that will need to occur to resolve an inquiry.

  • Thoroughly document the particulars of a call in a timely manner within a tracking system.

You Have

  • Previous experience in the retail/service industries, which may include hospitality, banking or other customer facing positions.

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

  • Superior oral and written communication skills.

  • Strong organizational skills and an ability to multi-task.

  • Solid understanding of computer systems and keyboarding skills.

  • Ability to work autonomously and also within a team.

  • Positive attitude and dedication to providing superior customer service.

Reporting Relationships

As our Customer Service Representative, you will report to our Operations Team Lead who reports to our Director, Contact Center Operations.

Location

This role can be a remote/work from home position located anywhere in the continental United States.

Travel

Less than 10% travel required for this role.

Our Promise

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.

We Offer

  • Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.

  • Competitive compensation package.

  • Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.

  • Life and disability insurance.

  • A great 401(k) with company match.

  • Tuition assistance, paid parental leave and backup family care.

  • Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.

  • Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.

  • Employee Resource Groups that advocate for inclusion and diversity in all that we do.

  • Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com.

Copyright 2021 The Guardian Life Insurance Company of America, New York, NY

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.

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Customer Service Representative

Guardian Life