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Position Summary

To help Grow Guardian client acquisition and sales by providing strong assistance to our field sales force, suitable technology advice, positioning client management opportunities when possible and developing brand loyalty through a positive, responsive and professional Customer/Field experience. To effectively utilize our CRM platform: SmartOffice, our digital marketing platform: Marketing Suite, as well as Cross-Offering programs and Corporate Leads. in Customer/Field interactions; track the questions and issues identified to enhance customer support as well as department training and infrastructure.

Candidate Responsibilities

• Professionally handle inbound and outbound calls from our field sales force regarding Marketing Suite, SmartOffice, Cross-Offering and Corporate Leads.

• Research and identify solutions while on the telephone, examine the nature of the situation and resolve in 'first call resolution' when possible.

• Escalate the customer to a HO Expert or Guardian approved LC or Financial Representative (FR) when appropriate.

• Satisfy our Field Sales Force through timely situation resolution by meeting productivity requirements and maintaining accurate calls and or system records.

• Conduct appropriate research and/or utilize subject matter experts as knowledge source to handle complex processing questions.

• Provide quality, courteous and seamless consultation and technology assistance to all members of Guardian field force (internal & external), primarily Financial Representatives, Agency administrative assistants, Distribution business partners, Group and Retirement plan participants as well as individual policy owners. Resolving inquiries in a professional, timely and accurate manner is critical to providing superior assistance.

• Demonstrates understanding of field support service metrics and how own actions contribute to their achievement. Provide proactive support to optimize the team’s training and marketing efforts.

• Assist with development / review of effective training. Make proactive contacts as appropriate to promote technology tools. Acts to expediently identify questions, gather appropriate facts and resolve issues including escalating to management as appropriate. Actively listens to field sales force and solicit their feedback to better understand needs. Seeks ways to improve client service.

• Participates in the resolution and implementation of production problems as dictated by the end users.

• Identifies impact, risk, and work-around solutions.

• Participates in the maintenance of technology documentation and release information.

Functional Skills

• Ability to work effectively with all external/internal contacts to build a positive working relationship

• Expert level of proficiency in Microsoft Power Point, Microsoft Excel and WORD

• Experience in writing a variety of business documents, preferably including business process documentations

• Exceptional decision-making skills

• Superior oral and written communication skills

• Ability to think outside of established procedures for the purpose of customer satisfaction.

• Prefer experience with Life, Disability, Investment, Group benefits or Retirement products and procedures.

• Strong basic math skills are required

• Ability to remain calm and professional in high-pressure situations

• Experience in providing customer service experience in an insurance/financial services setting

Leadership Behaviors

• Exemplify and Display a “High Performance Culture" by proactively offering opinions, innovative ideas and adhering to Company/ guidelines. Adapt to ever changing, fast paced working environment, maintaining proper licensure/registrations and Guardian University (GU) related e-learning courses.

• Embraces change; effectively adapts to changing priorities and circumstances

• Makes suggestions about how to work more efficiently and effectively to meet changing requirements

Position Qualifications

• Four year College degree or equivalent business experience

• Minimum 5 years industry experience preferred

• Life and Health license preferred

• Prior financial services sales experience strongly preferred

Travel

• 10-20% Travel

Salary Range

$91,260.00 - $149,925.00

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.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

• Dental plan

• Vision plan

• Health care accounts – flexible spending, health reimbursement, and health savings accounts

• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage

• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)

• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health

• Wellness programs, including fitness program and equipment reimbursement

• Child, adult, and elder back-up care support through Bright Horizons

• Adoption assistance

• College planning

• Tuition reimbursement

• Student loan assistance

• Commuter benefits in select metropolitan areas

Equity & Inclusion

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

• Employee Resource Groups:

• Colleague Connection Committees

• Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work

• Voluntary self-ID

• Pronunciation and phonetic spelling of names

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.

Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being — mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .