Guardian Life - Case Specialist

Job Title: Case Specialist
Job Location: Bethlehem, PA
Posted Date: 2008-08-13
Request Number: 3911

To apply, click here.

Job Description:
The case specialist provides timely and accurate service and information to participants in Group Pensions contracts. The representative responds to service inquiries, resolves customer complaints, completes telephone transfers, change of allocations and provides updated education of technology changes and enhancements to the callers. Answer all incoming calls in a prompt, courteous and professional manner while at the same time gaining a complete understanding of client’s problem through use of active listening, call control and problem solving skills to handle each call. Educate customers in use of Guardian technology including voice response unit and Guardian web-site, as well as offering assistance on fund availability for each contract and understanding of fund performance figures. Handle follow up on all calls, respond to customer/client written inquiry, as well as customer complaints in accordance with Guardian’s service standard while following related reporting and record keeping procedures.Participate in special projects and other duties as assigned. Update phone tracking system with each call taken including all actions completed to ensure updated service history. 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.

Qualification:
College degree or equivalent business experience required. Customer relation skills with emphasis on maintaining customer loyalty, resolving customer complaints 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. 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 high volume.

Interested individuals should submit their posting application to HR by 5:00 p.m. Wednesday, August 20, 2008. This position is day shift but does require flexibility for rotational coverage of evening hours. EOE, M/F/D/V, Smoke-free, Drug-free workplace

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