Processing and Policyholder Services Support III – Implementation Lead

Processing and Policyholder Services Support III – Implementation Lead

Job Description

Are you a problem solver who has a passion for providing outstanding service, is excited by managing timelines and possesses good interpersonal skills to effectively interface between the operational areas and customers? Is a culture where “We believe people count,” “We do the right thing,” “We courageously shape our future together” and “We go above and beyond for the people we serve” important to you? If so, Guardian is seeking a Policyholder Service Associate III, within the Account Implementation team, to coordinate and manage all aspects of a single or multi-product benefit implementation for new customers and existing customers adding additional benefits to their existing group plan in the Select and Premier broker segment.

You are

A self-motivated, customer-centric, detail-oriented individual who is fueled by collaboration, proficient in oral and written communication, and thrives in partnering with others to meet customer needs in a fast-paced, deadline-driven environment.

You will

• Serve as the single point of contact for Plan Holders and Brokers throughout the case implementation process.
• Educate customers about Guardian capabilities, required information, and timelines to set clear expectations to drive a positive implementation experience.
• Communicate and manage implementation timelines and milestone dates, monitor progress, and remove barriers.
• Facilitate the timely gathering of implementation information and enrollment data to ensure accuracy of the first bill and a positive customer experience.
• Lead calls with Brokers and customers to set expectations, obtain information regarding the implementation, and answer customer inquiries.
• Understand and influence (when applicable) the customer’s upfront enrollment/re-enrollment strategy. 
• Collaborate and coordinate with internal and external teams to ensure a successful implementation and that administrative system are set up correctly.
• Identify opportunities to streamline, improve and evolve the end-to-end process and enhance the customer experience.
• Proactively anticipate and address customer questions, troubleshoot, and resolve implementation issues timely.

Reporting Relationship

You will report to a Team Leader, who reports to the Head of Implementation, Group Benefits Operations.

You have

• 3 years of insurance industry experience or equivalent in a service-related function
• Bachelor’s Degree required or equivalent work experience in business, operations, or related field preferred
• The aptitude to promote consumer-centric decision making.
• The ability to accelerate impact and lead and embrace change.
• Excellent written and verbal communication skills required.

Location

• Bethlehem, PA with work-from-home flexibility.

The primary location for this position is Remote, with a work arrangement of Work from Home.

Our promise

• Through skill-building, leadership development, and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards

We offer     

• Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
• Competitive compensation package.
• Excellent medical, dental, supplemental health, life, and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, and drive a variety of initiatives in sustainability.

About Guardian

Guardian has been helping people protect their futures and secure their lives for 160 years. Every day, we serve approximately 29 million people through a range of insurance and financial products. We help people and their families pursue financial security and well-being in life, health, and wealth. We help companies take care of their employees. And we help people recover and thrive after unexpected loss.

From our founding in 1860, when a community of immigrants j