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Customer Care Support Representative

Position Objective and Candidate Qualifications

Are you a driven, solutions-oriented individual looking for a great career?  If yes, read more to find out about who we are and the possibilities we can offer you.

 

Who We Are

Guardian is a Fortune 250 global financial services company, as well as one of the largest mutual insurance companies in America.  Guardian offers a range of insurance products from life insurance and disability income insurance to annuities and dental plans.

 

We are proud to be able to deliver on our commitments and to be able to serve our customers when they need us the most.  Our superior customer service has been recognized across the industry with the 2015, 2016, and 2017 DALBAR Service Award.  We are committed to creating better futures for our customers, employees, and communities.  We do this by keeping our values in sight: 

 



* We do the right thing


* People count


* We hold ourselves to very high standards

 

Employee Experience

We understand that no one majors in insurance while they are in college, and that knowledge of insurance should not limit your qualifications for our available positions.  In fact, Guardian is seeking individuals with educational diversity in order to fuel our exciting and dynamic work environment.   

 

This position is focused on providing high-quality service solutions to our customers and employers.  
 

You will start your career with a strong onboarding and progressive training program.  You will be exposed to how an insurance policy works, business writing, and phone communication.  The foundational skills that you will learn involve how to provide holistic service and solutions to our customers. 

 

The skills and knowledge that you acquire and use will ensure a high level of customer satisfaction and serve as a foundation to further develop your understanding of the suite of products Guardian has to offer. 

 

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


* In addition to the start of a great career path, we offer our employees a rich benefits package.

Position Summary

The Customer Support II role supports our Guardian Group & Worksite business by providing exceptional customer service to all contacts from our brokers, employers, sales associates, channel partners and members.  This role fields incoming inquiries via phone, chat and email, and can flow between contact channels successfully.  The types of contacts received are complex in nature, ranging from Enrollment and Evidence of Insurability status, Employee and Dependent changes, Continuation of Benefits, Coverage and Billing explanation, claim status, and all other miscellaneous inquiries following standard scripts and workflow procedures.

This role triages customer complaints and provides effective an...




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