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Everyone is a leader at Guardian. As a CARE Specialist (Connect , Advocate, Respond & Empower) in Individual Markets Life & Disability, you are at the heart of business operations. To be successful in the CARE Specialist role you must thrive as a member of a dynamic team and be highly accountable and motivated to improve and deliver the customer experience by contributing to team and company success.

Job Description

+ Is the opportunity to join a culture where “We Do the Right Thing,” and “We Courageously Shape Our Future Together” important to you? If so, Guardian is seeking a talented and motivated individual to join our team as a Care Specialist.

+ In this role, you will be the heart of the business responsible for handling financial and non-financial transactions and policy changes in compliance with regulatory and business requirements. As a member of our CARE Team, you are part of a dynamic group focused on achieving team goals and identifying ways to improve consumer experience.

+ As a CARE Specialist, you are highly motivated and empowered to take ownership and accountability for each consumer interaction by proactively seeking to understand the individuals behind the work, keeping consumers informed during every step of handling their request, demonstrate genuine care, and actively engage with consumers to create meaningful and unexpected experiences. CARE expresses the emotion we want to generate, and it is also an acronym for Communicate, Advocate, Respond, and Empower – the actions needed to show CARE.

+ The ideal candidate will be well organized with the aptitude to learn a range of straight-forward and complex tasks including payments, policy changes and disbursement processing for multiple lines of business, and with understanding operational and fraud controls and their importance in mitigating risk and achieving business goals. It is paramount that you can show empathy and put the customer first when handling work, contribute innovative ideas for positive change, and desire to stretch to build the skills needed for further job advancement and career plans.

You are:

+ Motivated and inspired to do whatever it takes to positively impact our consumers’ lives and foster their well-being through your flexibility and ability to pivot in various job responsibilities.

+ Comfortable communicating with consumers via various ways (e.g., email, phone, chat)

+ Action-oriented with a strong desire and ability to learn and move quickly.

+ Inquisitive to ask questions to fully learn and comprehend your work.

+ Resourceful and able to use available procedures, with an analytical focus on details to ensure your work is accurate. (strong mathematical aptitude a plus!)

+ Thoughtful and accountable to commitments and deadlines

+ Confident and able to utilize resources and use logic to solve problems quickly.

+ Comfortable challenging status quo and offering new ideas and solutions.

+ Proactive communicator who can give and receive positive, constructive, candid feedback.

+ Comfortable in navigating multiple computer screens

+ Flexible to contribute paid overtime equitable with your colleagues, as needed.

+ Highly focused on your own development and success, willing to accept stretch assignments, and create meaningful development and career plans based on your skill development needs.

You will:

+ Own the client experience by engaging directly with clients, acting to simplify requests by providing outstanding customer experiences.

+ Reach out directly to clients, keeping them informed of their request status each step of the way

+ Process financial and non-financial transactions for life and disability insurance products in compliance with regulatory and business requirements and time standards.

+ Continuously learn and will process straight forward and complex transaction requests including but not limited to payments, policy changes, disbursements, title changes, etc. across multiple lines of business.

+ Develop subject matter expert level knowledge of operational products and processes, including fraud controls, mitigating risk, and driving process improvements

+ Collaborate with peers to achieve team goals, operating at a high level of consistency to deliver quality and productivity standards.

You have:

+ BA/BS degree or equivalent proven experience preferred

+ 2 plus years of experience in a customer service role (applicants with backgrounds in retail, banking, hospitality, and call centers have proven to be successful in this role)

+ Strong computer skills with the ability to navigate multiple screens and systems at the same time

+ Skills for a consumer-centric mindset; you know how to deliver exceptional Wow experiences

+ Experience and a desire to be empowered problem solver and decision maker

+ Strong collaboration with colleagues

+ Exceptional and proactive communication skills and are confident to present ideas

+ Excellent organizational skills and attention to detail across a variety of assignments

+ Comfortable learning and using proprietary computer applications as well as MS Office

Reporting Relationships:

+ As IM CARE Specialist, you will report to a CARE Team Leader who reports to a CARE Manager

Location:

+ Hybrid role - 3 days in office, 2 days WFH in Bethlehem, PA

+ Travel – 0-10%

Salary Range

+ The starting pay rate is projected to be $25.97 per hour, with a 3% annual bonus target.

+ This projection is a good faith estimate of base pay for the primary location of the position, and will ultimately be determined based on the education, experience, knowledge, and abilities of the successful candidate.

Our Promise

+ At Guardian, you will 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.

+ 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

+ _Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits._

Equity & Inclusion

+ Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

+ Employee Resource Groups:

+ Colleague Connection Committees

+ Community Involvement Committees

+ A culture that encourages colleagues to bring their authentic selves to work

+ Voluntary self-ID

+ Pronunciation and phonetic spelling of names

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.

Accommodation

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 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] .

About Guardian

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 Guardian. Learn more about Guardian at guardianlife.com .

Salary Range:

$48,170.00 - $72,260.00

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. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits . _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] .

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.

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 .