|
Responsibilities: This position is responsible for providing excellent customer service that supports Berkshire’s and our customer’s standards for quality for all products administered by Berkshire and Guardian. Creates the customer experience that builds loyalty and persistency 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 Berkshire’s and Guardian’s Disability Insurance products and services.
Serves the critical role of listening to customers and identifying needs, 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.
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 communication skills, both internal and external customer
Demonstrated ability to exercise good problem solving and judgment
Ability to become proficient with Berkshire systems (CLOAS, Tracking, Client Manger 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
Demonstrated ability to remain adaptable and contribute to a work environment that seeks and recognizes continuous improvement
Demonstrates the confidence to take ownership and responsibility to follow-through on commitments with aim to exceed customer expectations
Willing to develop an expertise of disability products and services
Understands impact of work on the 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
Qualifications
Qualifications: Education: High School Diploma or Equivalent Licensed registered agent a plus
Experience: Customer Service and Insurance background preferred
Other: Bilingual in Spanish a plus
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 its four major businesses: Individual Life, Group Insurance, Individual Disability and Retirement Solutions.
As a mutual company, Guardian is owned by its policyholders and the company’s 5,000 employees and 3,500 financial representatives are aligned 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.
Guardian states its aspiration in the following way: “To be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.”
#LI-GC1
Primary Location: United States-Massachusetts-Berkshire Regional Office Job: Customer Service/Client Support Schedule: Full-time https://guardian.taleo.net/careersection/gl_ex/jobdetail.ftl?job=15000016&lang=en |