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.
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.
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.
Continuously strives to provide superior products and customer service
Expresses oneself in an open and honest manner
Demonstrates self-awareness and embraces feedback
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
Attractive Paid Time Off (PTO) Available upon completion of training
Life and disability insurance
Tuition assistance program
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.
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 guardianlife.com 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.