Major Responsibilities:

• This position is responsible for providing excellent customer service that supports Berkshire’s and our Custom’s standards for quality for all products administered by Berkshire and Guardian.
• Creates the customer experience that builds loyalty and persistence by presenting our customer with high-quality tangible value-added services through a focus on attitude and accommodations of Berkshire and Guardian’s disability insurance products, services, company operations and initiatives.
• Supports Berkshire’s and our customer’s standards for service quality and time standards. This primarily involves providing internal and external clients with courteous, prompt and accurate information relating to the Berkshire’s and Guardian’s Disability Insurance products and services. Serves the critical role of listening to the customers and identifying need, wants and expectations.
• Provides consultation, guidance and problem resolution for fellow associates and to all internal and external customers as they relate to the various Claims and Policy Services functions and services.
• Upholds quality assurance of associates through regular check-pointing of work. This includes performing effective correspondence and process evaluations and providing constructive feedback to peers.
• Performs additional assignments as required.

Qualifications:

Competencies/Skills:

• Demonstrated accountability and initiative for providing excellent customer service through demonstrated ability to listen, express empathy and concern.
• Meets expectations for accuracy and quality of work.
• Excellent verbal and written communications skills, both internal and external customer.
• Demonstrated ability to exercise good problem solving and judgement.
• Ability to become proficient with Berkshire systems (CLOAS, Tracking, Client Manager an GUI systems)
• Must exhibit a positive attitude and remain in control during stressful situations.
• Demonstrated ability to organize, prioritize and manage multiple tasks within time expectations.
• Demonstrates ability to remain adaptable and contribute to a work environment that seeks to recognize continuous improvement.
• Demonstrates the confidence to take ownership and responsibility to follow-through con commitments with aim to exceed customer expectations.
• Willing to develop an expertise of disability products and services.
• Understands impact of work on areas of the business.
• Understands how individual and unit goals support broader department and corporate goals.
• Practical knowledge of the Claims and Policy Services organization.

Education:

• High School Diploma or Equivalent
• Licensed registered agent a plus.

Experience:

• Customer service and Insurance background preferred.

Other:

• Bilingual in Spanish a plus

Company Overview:

The Guardian Life Insurance Company of America, currently ranked #245 on the Fortune 500, is the country’s fourth largest mutual insurer with $6.1 billion in capital and $10.9 billion in total revenue in 2013. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in each of it’s four major businesses: Individual Life, Group Insurance, Individual Disability and Retirement Solutions.

As a mutual company, Guardian is owned by it’s policyholders and the company’s 5,000 employees and 3,500 financial representatives are alined with its mission to help individuals, families and small businesses achieve financial security and protection.

Guardian has earned a reputation for financial stability and an unwavering commitment to the long-term interests of its policyholders and customers. This commitment has provided a foundation for Guardian to continue to evolve and thrive for over 150 years.

Primary Location:

United States – Massachusettes – Berkshire Regional Office

Schedule:

Full Time

See the Guardian Life website for details.

https://guardian.taleo.net/careersection/gl_ex/jobdetail.ftl