Claim Payment and Service Representative

Business Title: Claim Payment and Service Representative

At Guardian, we live our Purpose every day. As champions of wellbeing for ourselves, our communities, and consumers; we focus as a team to turn what's possible into a reality. We believe in your aspirations for purpose, leadership, and achievement in your professional and personal lives. We create experiences for you to grow, enrich your career and your future as a Claim Payment and Service Representative by providing training to help build the core competencies you will need for success.

In the Role, you will be responsible for providing exceptional customer service to our customers through various tasks such as:

Claim Payment Processing
•Responsible for creating model payment, set-on autopay, and process of renewal payments within appropriate time frames.
•Perform various adjustments, requiring management of the autopay process, such adjustments are Cost of Living, FICA, Stop Payment/Reissue & Payee adjustments.
•Responsible for claim policy review and maintenance for: Initial payments on FIO & RPP policies, SIS offset when Social Security is awarded, Max Pay date for a policy’s final payments or transition to lifetime benefits and policy termination, overpayments and final payments. All noted activities are also followed up with appropriate file audit documentation and correspondence to the claimant.

Service Requests
•Waiver of Premium and Unemployment Waiver of Premium Processing.
•Direct Deposit Set up & Returns.
•Acknowledgement of call or letter from Consumer.
•Address Change – applied to Claim system while ensuring process is followed for downstream systems.

Cypress Inbox Action and Virtual Claims Activity Tool (VCAT) Board Management
•Routine Mail Management – form review, resend forms, review returned mail and customer outreach as needed.
•Management of miscellaneous tasks, unclaimed funds and customer call backs as needed.
•Management of VCAT card tasks to address tasks such as Max Pay Dates, Initial COLA payments, and Social Insurance Offsets prior to due date.

First Call Resolution Items
• Address miscellaneous requests that arise during telephone conversations, such as: Income Verification Letters, policy/coverage questions, add/update direct deposit information, address changes, and benefit payment questions.

Functional Skills:
Your attention to detail and strong communication skills, both written and verbal. Proficient in Word, Excel, and other general office computer skills. Possess the ability to manage multiple priorities all with a positive attitude and within established time expectations. Demonstrated ability to remain agile and contribute to a teamwork environment as well as to work independently.

Leadership Behaviors:
At Guardian, everyone is a leader. Your demonstrated ability to provide superior service, express yourself in an open, honest and thoughtful manner, and embrace feedback and change will allow you to continue to develop professionally while allowing Guardian to differentiate our business and deliver on our future.
 

Position Qualifications:
In addition to the above, you will also likely possess:
• Minimum of a High School diploma or equivalent.
• Solid knowledge of computer fundamentals.
• Knowledge of claim terminology.
• Knowledge of DI Claim System (Cypress) and various Administration systems.
 

Location:
This is a remote position but requires in-office attendance in the Pittsfield Office as indicated by Claims leadership.
 

Travel:
Minimal, less than 10% travel required for this position.

Salary Range:

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  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.

Inspire Well-Being

As part of Guardian’s Purpose – to inspire well-being – we are committed to offering contemporary, supportive, flexible, and inclusive benefits and resources to our colleagues. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. Benefits apply to full-time eligible employees. Interns are not eligible for most Company benefits.

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.

Accommodations

Guardian is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. Guardian also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individual's known limitations related to pregnancy, childbirth, or related medical conditions, unless doing so would create an undue hardship. 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, please contact applicant_accommodation@glic.com.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.