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Client Support Specialist II
2 months ago
Compensation: The standard pay rate for this role is $18.00 per hour, reflecting our commitment to fair compensation for our team members.
About You:
You are a driven and results-oriented individual who excels in a dynamic work environment where exceptional customer service is paramount.
Your Skills Include:
- Outstanding verbal and written communication abilities.
- Patience, empathy, and meticulous attention to detail.
- A proven history of surpassing performance expectations.
- Solid familiarity with Guardian's systems, products, and procedures.
- Proficient computer skills, including the ability to navigate multiple software applications (MS Word, Excel, PowerPoint).
- Strong analytical and problem-solving capabilities to provide client-centered solutions.
- A proactive approach, anticipating customer inquiries and potential service challenges.
- Exceptional skills in setting clear expectations and ensuring timely follow-up.
Your Responsibilities:
In the role of Customer Adjustment Representative, you will:
- Handle basic modifications for Short-Term Disability (STD), State Mandated Disability (SMD), and Paid Family Leave (PFL) Case Managers.
- Initiate outbound communications to claimants regarding their claim status updates.
- Refer complex adjustments to the Owning Case Manager for further processing.
- Assist with escalated issues as needed.
- Support automatic call distribution (ACD) during low service levels.
- Monitor trends for potential process enhancements or updates.
- Provide coaching and constructive feedback to agents and team leaders.
- Investigate member claims to facilitate swift resolutions.
- Conduct outreach calls in response to received emails.
- Collect and analyze data across the organization, translating findings into accessible language.
Reporting Structure:
As a Customer Adjustment Representative, you will report to the Contact Center Team Leader, who in turn reports to the Contact Center Manager.
Our Commitment:
At Guardian Life, we prioritize your professional and personal development. Through skill enhancement, leadership training, and community engagement opportunities, we foster an environment where you can thrive alongside diverse colleagues who uphold high ethical standards.
Benefits Overview:
We offer a comprehensive benefits package that includes:
- Choice of medical plans with prescription coverage, including inclusive benefits.
- Dental and vision plans.
- Flexible spending and health savings accounts.
- Company-paid life and disability insurance, with options for supplemental coverage.
- 401(k) retirement plan with company matching and profit-sharing contributions.
- Flexible work arrangements and unlimited paid time off for most roles.
- Emotional well-being resources and wellness programs.
- Support for adoption, college planning, and tuition reimbursement.
Diversity and Inclusion:
Guardian Life is dedicated to fostering an inclusive workplace. We encourage applications from all qualified individuals, regardless of background or identity. We are committed to providing reasonable accommodations for individuals with disabilities throughout the employment process.
