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Customer Care Representative at Guardian Life Insruance

Posted in General Business 30+ days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Bethlehem, Pennsylvania

Job Description:

Position Objective/Summary
Do you have the desire to be part of a growing and innovative team? Is a culture where "People Count" and "We do the Right Thing" important to you? If so, Guardian Life Insurance Company is actively seeking a passionate, driven. Service- oriented individual to join our Customer Response Unit.

Position Responsibilities

  • Manages customers' requests and identifies solutions for complex customer issues

  • Handles customer inquiries through necessary and appropriate means (phone, fax) utilized in our call center environment.

  • Documents system(s) and completes workflows as required

  • Adheres to schedule and uses phone states and/or email requirement appropriately.

  • Uses a combination of technical, soft-skill and grammatical knowledge and skills to complete all activities and inquiries of the position.

  • Works in partnership with various departments and all levels of employees and maintains productive working relationships with focus on ensuring customer service standards and metrics are achieved.

Reporting Relationships
  • This position reports to the Team Leader, member (CRU), who in turn reports to the Manager, Disability Member (CRU)
Candidate Qualifications
Functional Skills

  • Ability to learn, retain and apply enhanced knowledge of multiple disability products

  • Demonstrated analytical, organizational, problem solving and relationship building skills.

  • Ability to make independent complex decisions within scope of authority.

  • Ability to recognize and implement best solution for the customer and Guardian, not necessarily the standard or most obvious.

  • Professional and excellent oral and written communication skills.

  • Ability to work well independently, persistent drive to meet department/organization goals.

  • Ability to adapt to a rapidly changing environment, changing priorities and learning and adapting new skills sets.

  • Proficient and experienced PC skills including mainframe systems. Demonstrate efficient use of windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with customer on the telephone.

  • Ability to quickly navigate between multiple applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type)

  • Strong interpersonal skills required working within a variety of department and levels of management. Genuine and consistent passion for service.

  • Maintain a high sense of priorities and use solid judgment in making routine decisions and communicating those decisions to the appropriate parties.

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

  • High school diploma

  • Two-year Associate Degree or bachelor's degree or equivalent work experience

  • In bound call center experience preferred, but not required

  • Knowledge of Disability insurance, a plus

  • Proficient and experienced PC skills with Microsoft office, dual screens and toggling between multiple systems.


  • Medical, dental, vision, and prescription plans

  • Paid training

  • Competitive salary

  • 401k

  • Attractive Paid Time Off (PTO) Available upon completion of training

  • Life and disability insurance

  • Tuition assistance program

  • Wellness discounts

Philanthropic Opportunities
Social responsibility is part of our mission. It stems from our corporate values of putting people first, doing the right thing, and holding ourselves to high standards.

As a company and as employees, we are engaged in a variety of initiatives such as volunteering within our local communities, educational alliances with colleges, focusing on sustainability, and promoting diversity and inclusion.


  • Not required

About Guardian

Every day, Guardian provides 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, dental, and other benefits for individuals, at the workplace and through government sponsored programs. The Guardian community of 9,500 employees and our network of over 2,700 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 2018 included $8.5 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 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.

Guardian® is a registered trademark of the Guardian Life Insurance Company of America.