Guardian Life - Case Specialist

Job Description:

The case specialist provides timely and accurate service and information to a diverse client base of Group Pensions contracts. The representative enriches the customer experience by proactively taking the opportunity to educate, update, introduce to the customer our services and enhancements. Educate customers in use of Guardian technology including voice response unit and Guardian web-site, providing individual assistance as needed. Use ownership and initiative to follow up on all calls, respond to customer/client written inquiry, as well as customer concerns in accordance with Guardian’s service standard while following related reporting and record keeping procedures. Use logic and common sense to formulate answers and explanations to questions and to resolve issues. Participate in special projects, meetings, training, and other duties as assigned. Answer all incoming calls in a prompt, courteous and professional manner while at the same time gaining a complete understanding of client’s question through use of active listening, call control and problem solving skills to handle each call. Update phone tracking system with each call taken providing complete, accurate, and timely documentation. Make recommendations for improvements in productivity and quality of services. Communicate effectively with team members, management and appropriate support teams regarding special situations, issues or follow through on transactions being processed for others.

Qualifications:

College degree or equivalent business experience required. Pension and 401(k) knowledge desirable. Banking background a plus. Superior customer relation skills with emphasis on maintaining customer loyalty, resolving customer concerns and creating positive, memorable customer experiences. Research and problem solving skills in order to surface an issue, analyze it and implement the most effective corrective action. Ability to think independently and formulate solutions to issues without an obvious course of action. Takes full ownership. Communication skills for presentation of information to customers in a clear, concise manner. Team skills to contribute to the success of department goals and objections. Time management as well as organizational skills to handle diverse situations and multi tasking abilities a must. Takes personal responsibility for own development and training needs. Stays current with new products and new product features. Resolves issues for customers while also promoting new products and services. Interested individuals should submit their posting application to HR by 5:00 p.m. Monday, October 27th. This position is day shift but does require flexibility for rotational coverage of evening hours.

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For more information on the Lehigh Valley Jewish community, please email Rabbi Mordechai Torczyner at torczyner@gmail.com.