[Hiring] Client Service Delivery Associate III @Guardian Life Insurance

Role Description

The Client Service Delivery Associate III supports Guardian’s mission by delivering exceptional, customer-focused service across phone, email, and chat channels. This role handles inquiries related to benefits, billing, eligibility, and claims while ensuring accurate, efficient, and timely resolutions. The position requires strong problem-solving skills, the ability to navigate multiple systems, and a commitment to delivering a high-quality customer experience. This is an opportunity to contribute to a collaborative team while making a direct impact on customer satisfaction and loyalty.

Qualifications

• High School Diploma or equivalent
• Ability to work across multiple communication channels (phone, email, chat)
• Strong aptitude in math, computer proficiency, and ability to navigate multiple systems
• Effective verbal and written communication skills
• Ability to manage time, prioritize tasks, and maintain schedule adherence while balancing production and quality
• Availability to work all call center shifts with determination based on business need
• Direct-wired internet connection with an internet speed at a minimum of 50 Mbps download / 10 Mbps upload
• Ability to self-diagnose and troubleshoot technical issues
• Proficient PC skills that demonstrate efficient use of Windows applications and corresponding functions (copy, cut, paste, toggle, etc.) including ability to quickly input / retrieve data while working with a customer on the telephone

Requirements

• Respond to customer inquiries via phone, email, and chat, delivering accurate and timely resolutions
• Assess customer needs, identify root causes, and determine appropriate solutions
• Navigate multiple systems to research inquiries and document customer interactions
• Build customer rapport while delivering positive, high-quality customer experiences
• Collaborate with internal teams to resolve complex issues and escalate when necessary
• Work in a high-volume, high-paced call center while being held to standard performance metrics, including but not limited to: AHT (Average Handle Time), Adherence, Quality, and VOC (Voice of the Customer) surveys
• Maintain customer privacy and confidentiality standards as set by Guardian and applicable legal requirements

Benefits

• Starting hourly rate of $21.00 per hour with a 3% annual bonus target
• Salary range: $42,830.00 - $64,250.00
• Opportunities for skill-building, leadership development, and philanthropic activities
• Contemporary, supportive, flexible, and inclusive benefits and resources