Client Service Delivery Associate III

Client Service Delivery Associate III – Preferred PST/MST time zones with a pay rate of $21.00 per hour with a 3% annual bonus target. Position Summary

The Client Service Delivery Associate III role supports Guardian’s mission to keep our promises and serve more people by providing effortless and exceptional service to our voice/telephone inquiries from insured members, employers, brokers, and sales for benefits, billing, eligibility, claim status, and all other miscellaneous inquiries following process and procedures that provide accurate, complete, and thorough service resolution. When needed, this role investigates customers’ service issues and proactively resolves problems by documenting details of telephone conversations and the actions taken.

• Responds to phone, email, and chat customer inquiries
• Ability to move between different functions as needed
• Triages & assesses inquiry root cause to determine effective resolution and or response
• Utilizes multiple systems to assess, customer inquiries and provide timely and accurate resolution
• Optimizes the use of call, email and chat communication channels while receiving high voice of customer (VOC) survey scores
• Adheres to schedule and uses scheduling tools appropriately. Must also comply with departmental scheduling policy and practice
• Builds immediate rapport with the customer
• Achieves strong customer satisfaction and loyalty by providing a positive Customer Experience through responsive, thorough, and effective service
• Works collaboratively with back-office areas and departments to research and correct customer issues and provide effective, timely resolution
• Leverages strong insurance background to resolve customer inquiries towards effective customer resolution
• Possesses knowledge of company procedures and demonstrates technical and soft-skill knowledge to handle the different types of service inquiries
• Processes changes within scope of authority or refers to appropriate area as necessary. Escalates to next level when necessary and appropriate
• Communicates clearly and articulately in all situations
• Listens to others objectively and actively, sharing ideas in a clear and precise manner and participating effectively in discussions and meetings
• Possesses knowledge of customer impact and company procedures
• Maintains the customer privacy and confidentiality standards as set by Guardian and applicable legal requirements

This position reports to the Team Leader

• Ability to navigate between multiple applications efficiently and quickly during one customer interaction to obtain information and provide correct and concise information
• Proficient PC skills that 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 remain focused and productive each day though tasks may be repetitive
• Ability to maintain balanced performance in areas of production and quality
• Excellent schedule adherence and time management skills
• Ability to work effectively with all external/internal contacts, building a positive and respectful working relationship
• Professional verbal and written communication skills
• Possesses the ability to explain routine and technical issues clearly and understandably
• Maintains a high sense of priorities and uses solid judgment in making routine decisions and communicating those decisions to the appropriate parties. Must also understand which situations can be resolved without involving others
• Strong aptitude in math

• Continuously strives to deliver superior results and exceptional customer service
• Expresses oneself in an open and honest manner
• Demonstrates self-awareness and embraces feedback
• Demonstrates respect for, and inclusion of, others
• Open to and embraces change
• Embodies a growth mindset
• Motivated to advance skills, knowledge, and career

• High School degree required
• Two-year Associate Degree, bachelor’s degree, or equivalent work preferred experience in Customer Service and insurance industry.
• 2-3 years of Call…