Operations Specialist

4 weeks ago

Pittsfield, United States Guardian Life Insurance Company Full time

CLICK HERE to view the full job description and to apply {target="_blank" rel="noopener noreferrer"} Position Summary Is a culture where \"People Count,\" \"We Do the Right Thing,\" and \"We Hold Ourselves to Very High Standards\" important to you? Does a supportive environment that allows time to develop knowledge and encourages work/life balance entice you? If so, Guardian is seeking an Operations Specialist to help ensure a robust experience with our clients. We are looking for outgoing candidates that enjoy speaking with customers within an inbound contact center environment. Our award-winning contact center is known for delivering outstanding customer service experiences and we want to work with others that have a drive to be the best at what they do. You have - Previous experience in the retail/service industries, which may include hospitality, banking or other customer facing positions. - A college or university degree, or equivalent work experience. - Superior oral and written communication skills. - Strong organizational skills and an ability to multitask. - Solid understanding of computer systems and keyboarding skills. - Ability to work autonomously and within a team. - Positive attitude and dedication to providing superior customer service. You will - Research premium or loan payment related matters, assist clients with making policy changes including updates to address of record, listed beneficiaries, while recognizing when the client should consult with their financial professional for further guidance. - Resolve customer inquiries related to Life Insurance coverage while ensuring you deliver a 5-star customer experience. - Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, client survey scores, etc. - Properly verify callers by obtaining correct data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party. - Successfully navigate multiple computer systems while simultaneously ensuring the call flow with the customer continues to occur. - De-escalate caller concerns and set clear expectations of next steps that will need to occur to resolve an inquiry. - Thoroughly document the particulars of a call in a timely manner within a tracking system. Location - Hybrid - located in the Pittsfield, MA office. The training period will be for 4 months. Schedule will be 3 days a week in the office on Tuesday, Wednesday, Thursday, and 2 days WFH on Monday and Friday. Equal Employment Opportunity 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 access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.

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