Customer Service Representative; Hybrid

Guardian is seeking Customer Service Representatives to join our award-winning Contact Center team. In this role you will serve as a trusted resource for policyholders, helping customers navigate life insurance coverage, policy administration, payments, and account updates while delivering a professional, empathetic, and accurate service experience.

• Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates while delivering a consistent and caring experience.
• Research and resolve customer questions, including premium or loan payment matters and eligible policy changes such as address or beneficiary updates.
• Explain policy information, coverage details, and available administrative options clearly so customers understand next steps.
• Recognize when customers should consult their financial professional or when complex matters require escalation to the appropriate internal team.
• Properly verify callers by obtaining required data points or PII to ensure information is provided to the appropriate party.
• Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of conversation.
• De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
• Document interactions accurately and in a timely manner in accordance with procedures.
• Meet service and quality expectations in a high-volume environment, including schedule adherence, quality assurance, productivity, and customer experience measures.

• Driven and inspired to show care and empathy in ways that positively impact the customer experience.
• Comfortable learning complex insurance products, internal procedures, and service standards.
• Detail-oriented, with a commitment to providing accurate information and following procedures consistently.
• Able to use resources, ask thoughtful questions, and solve problems quickly and independently.
• Calm under pressure and able to maintain professionalism during challenging customer conversations.

• Previous experience in retail, hospitality, banking, insurance, contact center, or another customer-facing service environment.
• A high school diploma or equivalent; additional education or equivalent work experience is welcome.
• Superior oral and written communication skills.
• Strong organizational skills and an ability to multitask.
• Comfort using computers, customer databases, knowledge resources, and multiple systems while documenting information accurately.
• Ability to work both independently and collaboratively in a team-based environment.
• A positive attitude and dedication to providing superior customer service.

Salary Range: $42,830.00 – $64,250.00 (base pay; may be adjusted based on experience, education, and performance). Additional incentive compensation may be available.

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. Guardian is committed to providing reasonable accommodation for individuals with disabilities and other protected categories, as required by law.