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The Guardian Life Insurance Company of America

Customer Service Representative Member Customer Response Unit CRU Appleton WI

The Guardian Life Insurance Company of America - Appleton, WI

Description We are seeking energetic, self-starting, well-spoken individuals who are driven and strive to work within a team environment. Position Summary This entry level Customer Service Representative supports Guardian\u2019s sales efforts by providing exceptional customer service to all contacts, primarily from members. Representatives provide customers with knowledgeable and prompt information regarding all disability products and services. This position requires a standard knowledge of all Disability products, giving accurate information and providing a positive customer experience. Candidate Responsibilities Manages customers\u2019 requests and identifies solutions for complex customer issues; examining the nature of the situation and using various resources within the Customer Response Unit (CRU) including appropriate systems, reference material and helpline\/resolution support. Handles customer inquiries through necessary and appropriate means (phone, email, fax, etc.) utilized in our call center environment. Documents system(s) and completes workflows as required. Adheres to schedule and uses phone states and\/or email requirements appropriately. Possesses and applies in-depth knowledge of company procedures and of all Guardian Group products and demonstrates the technical, soft-skill and grammatical knowledge and skills to process all activities and inquiries of the position. Handles difficult call situations with patience and escalates to the next level when necessary and appropriate. Works in partnership with various departments and all levels of employees and maintains productive working relationships with focus on ensuring customer service standards and metrics are achieved. Assists other areas as necessary and as business needs and capacity allows. Reporting Relationships This position reports to the Team Leader, Member (CRU) who reports to the Manager, Disability Member (CRU).\u00a0 Leadership Behaviors Continuously strives to provide superior products and customer service. Expresses oneself in an open and honest manner. Demonstrates self-awareness and embraces feedback. Qualifications Functional Skills & Position Qualifications High School Diploma required. Two-year Associates Degree or Bachelors\u2019 Degree preferred. In bound call center experience is preferred. Bilingual (Spanish speaking) preferred. Insurance background preferred. Disability experience is a plus. Ability to learn, retain and apply enhanced knowledge of multiple disability products. Demonstrated analytical, organizational, problem solving and relationship building skills. Ability to make independent complex decisions within the scope of authority.\u00a0 Ability to recognize and implement the best solution for the customer and Guardian, not necessarily the standard or most obvious solution. Professional and excellent oral and written communication skills.\u00a0 Ability to work well independently, persistent drive to meet department\/organization goals. Ability to adapt to a rapidly changing environment, changing priorities and learning and adapting new skills sets. Proficient and experienced PC skills including mainframe systems. Demonstrate efficient use of Windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input \/ retrieve data while working with customer on the telephone. Ability to quickly navigate between multiple applications within one customer interaction to obtain information and provide correct and concise information back to the customer that combines data retrieved (talk and type). Strong interpersonal skills required working within a variety of departments and levels of management.\u00a0 Genuine and consistent passion for service. Maintain a high sense of priorities and use solid judgment in making routine decisions and communicating those decisions to the appropriate parties. Travel Travel is not required in this position. Position Location Appleton, WI The Guardian Life Insurance Company of America\u00ae (Guardian), currently ranked #218 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2016, Guardian reports $1.5 billion in operating income, $7.4 billion in capital, and $66.5 billion in assets under management. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits.\u00a0As a mutual company founded over 150 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company\u2019s 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection.\u00a0Guardian states its aspiration in the following way: \u201cTo be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.\u201d 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.

10 days 18 hours ago

The Guardian Life Insurance Company of America


Customer Service Representative Member Customer Response Unit CRU Appleton WI The Guardian Life Insurance Company of America - Appleton, WI, United States


Location: Appleton, WI

Company Profile:
Keeping Our Promises At Guardian, we know that promises matter. We’ve been keeping ours for over 150 years. We’ve maintained our financial strength for more than a century and a half, despite the countless ups and downs of the economy, so we can meet our future obligations to the people and businesses that put their trust in us. See how our strength, vision, and values make Guardian a company you can rely on.