Position Summary

Looking for a great career with paid benefits on day one, career growth and an opportunity to advance professionally? Then join Guardian Life.

Our Customer Service Specialists are responsible for providing support to Clients and Financial Professionals via inbound calls to our Individual Markets Service Team. Inquiries range in complexity but center around the servicing and care of retirement accounts. Candidates must possess exceptional customer service skills, be highly engaged and looking for an opportunity to build a career with our services team.

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You have

• 3+ years in a high-touch, service or operations environment preferred
• Strong insurance, retirement and/or wealth management knowledge preferred
• College degree, or relevant work experience
• Demonstrated understanding of computer systems and keyboarding skills
• FINRA Series 6/7 license preferred but not required
• Excellent analytical, verbal and written communication skills, with strong sense of accountability
• Strong organizational skills, ability to multitask
• Positive attitude and dedication to providing superior customer service in a team environment
• Ability to work remotely with access to high-speed internet services

Click here to access Our Ways of Working Resource Guide pages 6-8 for guidance in identifying competencies relevant to this role.

You will

• Accurately answer/research and resolve phone, email and chat inquiries from Clients and Financial professionals. Inquiries will cover a wide array of topics including account values, withdrawals, product features, tax related questions and other relevant inquiries.
• Provide your expertise to Clients and Financial Professionals by reviewing account details, documents submitted for processing and providing instructions to ensure accurate completion of forms and other documentation.
• Successfully navigate multiple computer systems while simultaneously managing call flow and providing a best-in-class service experience.
• Adhere to established procedures to properly verify callers, obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.
• Establish clear expectations of next steps that will need to occur to complete/resolve an inquiry and de-escalate concerns as necessary.
• Thoroughly and accurately document details of all interactions, in a timely manner, using tracking system.
• Meet and/or exceed individual and team performance metrics, including established Quality and Customer Survey goals, while adhering to established team schedule.
• Be a positive change agent, proactively seeking out process improvements and challenging the status quo to improve the way we do business and continuously raise the bar.

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Reporting Relationships

As an Annuity Customer Service Generalist, you will report to one of our Leaders in the Individual Markets Service Team, who reports to our Director of Service and Operations.

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 and modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and location policies to balance 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.

Company Descriptions for Postings:

About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants joined together to insure and protect their businesses and families, doing the right thing for our policyholders and customers has guided everything we do. Our dedication to customers has helped us remain one of the most highly rated in client satisfaction and financial strength. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of our customers first. Because everyone deserves a Guardian. Learn more about Guardian at www.GuardianLife.com.

© Copyright 2021 The Guardian Life Insurance Company of America, New York, NY

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.

About ReedGroup

As the largest exclusive provider of absence management services, ReedGroup has been dedicated to helping employees return to work safely for more than 35 years. We create a seamless experience so clients can excel at their jobs and better serve their employees – supporting a thriving, engaged, and skilled workforce.

ReedGroup is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company – providing even more ways we can better serve people. Guardian has been helping people protect their futures and secure their lives for more than 150 years, and today serves 27 million people by helping them find financial confidence and well-being in life, health, and wealth. And as one of the largest mutual insurance companies, we know what matters most: putting the needs of customers first.

Equal Employment Opportunity

Reed 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.

About Avesis

Avesis has been providing essential ancillary benefit solutions since 1978. Since its inception Avesis has developed, administered, and refined its offerings to provide clients with best-in-class product choices and services. Today, our programs cover more than 8.5 million members throughout the country. We strive for excellence in all that we do and our benchmark performance in terms of member satisfaction and client retention underscores this singular focus.

The continued upward spiral in health care costs has challenged sponsors, providers, and payers of health benefits to deliver high quality care in the most cost-effective manner possible. The Avesis benefits menu has been created to meet that challenge by making available quality essential ancillary benefit services at the lowest possible price while never sacrificing the highest quality of service. Providing outstanding customer service is a top priority, and our core values of accountability, empowerment, excellence, and integrity help us achieve high member and client satisfaction.

As of January 2016 Avesis is a wholly owned, independent subsidiary of The Guardian Life Insurance Company, a distinction that brings even more capabilities to Avesis. The Guardian is a Fortune 250 mutual insurance company that has put its policyholders and clients above all else for more than 150 years, and it has earned them not only a great reputation but awards and accolades from such authorities as J.D. Power. Adhering to high standards, doing the right thing, and making people count are the founding principles that has kept Guardian financially sound and made them one of the largest insurance companies in the country.

In January 2017, Premier Access joined the Avesis family. Premier Access has focused on direct state contracts for Medicaid and Chip, specifically in California and Utah. They were one of the original participants in the Chip and Medicaid programs.

Equal Employment Opportunity

Avesis 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.

Once your request is received it will be assigned to a recruiter within 48 hours. The recruiter will then contact the hiring manager to schedule a kickoff call with you to discuss the role.

Salary Range

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.