Customer Service Representative

Overview

Are you passionate about helping people during important moments in their lives? 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. This is an opportunity to build a meaningful career with a company committed to your professional growth, development, and success.

• Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates while delivering a consistent and caring customer 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 with their financial professional or when complex matters require escalation to the appropriate internal team.
• Properly verify callers by obtaining required data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.
• Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of the customer conversation.
• De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
• Document customer 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.