Processing and Policyholder Services Support III – Implementation Lead
Job Description
Are you a problem solver who has a passion for providing outstanding service, is excited by managing timelines and possesses good interpersonal skills to effectively interface between the operational areas and customers? Is a culture where “We believe people count,” “We do the right thing,” “We courageously shape our future together” and “We go above and beyond for the people we serve” important to you? If so, Guardian is seeking a Policyholder Service Associate III, within the Account Implementation team, to coordinate and manage all aspects of a single or multi-product benefit implementation for new customers and existing customers adding additional benefits to their existing group plan in the Select and Premier broker segment.
You are
A self-motivated, customer-centric, detail-oriented individual who is fueled by collaboration, proficient in oral and written communication, and thrives in partnering with others to meet customer needs in a fast-paced, deadline-driven environment.
You will
- Serve as the single point of contact for Plan Holders and Brokers throughout the case implementation process.
- Educate customers about Guardian capabilities, required information, and timelines to set clear expectations to drive a positive implementation experience.
- Communicate and manage implementation timelines and milestone dates, monitor progress, and remove barriers.
- Facilitate the timely gathering of implementation information and enrollment data to ensure accuracy of the first bill and a positive customer experience.
- Lead calls with Brokers and customers to set expectations, obtain information regarding the implementation, and answer customer inquiries.
- Understand and influence (when applicable) the customer’s upfront enrollment/re-enrollment strategy.
- Collaborate and coordinate with internal and external teams to ensure a successful implementation and that administrative system are set up correctly.
- Identify opportunities to streamline, improve and evolve the end-to-end process and enhance the customer experience.
- Proactively anticipate and address customer questions, troubleshoot, and resolve implementation issues timely.
Reporting Relationship
You will report to a Team Leader, who reports to the Head of Implementation, Group Benefits Operations.
You have
- 3 years of insurance industry experience or equivalent in a service-related function
- Bachelor’s Degree required or equivalent work experience in business, operations, or related field preferred
- The aptitude to promote consumer-centric decision making.
- The ability to accelerate impact and lead and embrace change.
- Excellent written and verbal communication skills required.
Location
- Bethlehem, PA with work-from-home flexibility.
The primary location for this position is Remote, with a work arrangement of Work from Home.
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, and drive a variety of initiatives in sustainability.
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.
Salary Range
$41,060.00 - $61,595.00
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.
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
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.
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 applicant_accommodation@glic.com.
