Mountain and Pacific time zones preferred – Standard pay rate $18.00 per hour for this class hiring initiative.
Position Summary
The Customer Service and Client Service Delivery (CSC) role supports Guardian’s mission to keep our promises and serve more people by providing effortless and exceptional service to our customers, members, employers, brokers, and Guardian Sales Force. Acting as the Customer Service and Client Service Delivery (CSC), you will research escalations and complaints regarding benefits, billing, eligibility, claim status, and other miscellaneous inquiries to provide accurate, complete, and thorough service resolution. When needed, this role investigates customer service issues and proactively resolves problems, documenting all details of service interactions and the actions taken and collaborates with technology and business partners to provide continuous process improvements. Determine what projects need to be implemented within the organization based on customer interactions and resolutions.
You have
- Intermediate computer skills: MS Access and MS Excel, PowerPoint
- Solid experience with Guardian’s systems, products, procedures
- Strong critical thinking and problem-solving skills to deliver client focused solutions and drive process improvements.
- Excellent Listening, Strong verbal, and written communication skills.
- Ability to collaborate within a cross-functional team environment.
- Patient, Empathetic, detail oriented, and work well independently in a team setting.
- Proven track record of meeting or exceeding expectations in current role.
You will
- Handle complex calls requiring research and work as a liaison to provide feedback to our backend business partners and/or Customers. (Including Customer backend partners/Planholders/Broker and Sales)
- Work on projects within the GBS organization to provide and bring consistency and process improvements to enhance our customer’s experience and agents call handling.
- Attend relevant training sessions, job sharing, mentoring and establish personal networks for project work.
- Maintain and/or update procedural guidelines as needed with the GBS organization.
- Actively participates in team meetings within the GBS organization when requested to review new or updated process or workflows.
- Support internal business areas, external customers by trouble shooting data and processing and or customer issues.
Reporting Relationships
As a Customer Service and Client Service Delivery (CSC), you will report to a Team Leader in Member/ Broker services, who reports to a Leader of GBS.
Travel
·10% Travel required for this position.
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.
Salary Range
$40,160.00 – $60,237.50
The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.
Our Promise
At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals. 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.
Inspire Well-Being
As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues.
Health Care
- Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits
- Dental plan
- Vision plan
- Health care accounts – flexible spending, health reimbursement, and health savings accounts
- Critical illness insurance
Life and Disability Insurance
- Company-paid Life and Disability insurance plus voluntary supplemental coverage
- Accident insurance
Retirement and Financial
- 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable
- Complimentary 1:1 financial guidance with a licensed Fidelity representative
Time Off and Remote Work
- Flexible work arrangements (part in-person/part remote)
- Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement
- Personal holidays for colleagues to use in recognition of religious, cultural, or civic days
- Paid parental leave and paid family and medical leave policies
Emotional Well-being and Work-Life
- Emotional well-being, mental health, and work/life resources powered by Spring Health
- Wellness programs, including fitness program and equipment reimbursement
- Child, adult, and elder back-up care support through Bright Horizons
- Adoption assistance
- College planning
- Tuition reimbursement
- Student loan assistance
- Commuter benefits in select metropolitan areas