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

　　Justice, Equity, Diversity & Inclusion (J.E.D.I.)

　　Employee Resource Groups that advocate for inclusion and diversity

　　J.E.D.I. certification and training programs

　　Matching gifts/volunteering

　　Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

　　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.

　　Accommodations

　　Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected] .

　　Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .