Customer Care Supervisor, Insurance

The role of the Customer Care Supervisor is to effectively lead and manage their team to ensure we meet our commitments to customers in an efficient manner, live our Guardian Values, and demonstrate the proficiencies and behaviors of our Success Factors.

It is intended that the Team Leader enables their respective team to contribute to the achievement of customer and financial goals within the National Service Center by driving service excellence through providing support to our customers how, when and where they prefer, through continuous improvement of operational processes and maintaining all compliance and security requirements.

To meet business needs, it is expected the qualified candidate be available to work a shift of 8:30-5 pm Pacific Standard Time (PST) or 9:30-6 pm Mountain Standard Time (MST).

You will

• Build a high performing culture / team through daily mentorship, feedback and providing focused development with each team member
• Successfully implement and handle resources against business goals to ensure that commitments and performance metrics are achieved
• Proactively analyze root-cause issues that generate inconsistencies in practices/processes/contact care drive increase costs, generate re-work, or adversely impact the end product. Bring solutions to improve the efficiency of the team/department
• Collaborate with leaders across different departments to find opportunities for improving the end-to-end process and enhancing the customer experience
• Serve as a key relationship liaison with the field to address and resolve customer issues
• Participate/Lead cross-functional projects for customer experience as assigned while honoring daily responsibilities to be available for the team
• Proactively connect with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business
• Be a continuous learner shown through engaging in their own development, embracing organizational change and continuous improvement
• Will often lead 12-20 direct team members

Success Factors:

• Develops and encourages Team Members through effective coaching to bring out the best in each person and optimal business results
• Builds a culture of diverse thought and innovation where employees feel empowered to share and help effect change that will benefit our customers’ service experience
• Expresses oneself in an open and honest manner, demonstrates self-awareness & encourages feedback to continue becoming an outstanding leader
• Effectively Leads Team Members through Change so our team members understand the why behind the changes and eventually accept, embrace, and drive change
• Continuously strives to provide superior products and customer service that will help drive persistency, advocacy, and enrichment

You have

• College degree or equivalent professional work experience
• 3+ years of insurance, contact center, and/or progressive leadership / management of people experience preferred
• Collaborative leadership
• Influential communication skills in highly cross-functional role
• Strong Microsoft Word, Excel, PowerPoint skills

Location

This is a flexible position with 3 days a week in a Guardian office and 2 days working remotely with preference given to candidates in Pacific Standard Time (PST) or Mountain Standard Time (MST).

Salary Range:

$67,450.00 - $110,815.00

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

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