Position Summary
Do you want to be part of a collaborative, consumer centric enrollment team? If so, Guardian is seeking a The Policyholder Services Associate II to analyze and resolve incoming customer inquiries as it relates to their enrollment and/or premium payment status.This position is responsible for maintaining an in depth understanding of our enrollment and premium billing procedures. This includes communicating with our call center associates and other internal or external parties to successfully meet our customers needs.
You are
A consumer centric individual who is a motivated by collaborating with others but also works independently to troubleshoot and resolve, challenge the status quo, and find process improvements to improve the customer experience.
You have
High school diploma required
2 years of experience, preferably in insurance, customer service or equivalent
Proficiency in Microsoft Office products
Ability to work overtime when experiencing high volumes
Successful completion of company training program required
Superior customer service skills and strong written and oral communication skills
Ability to build strong/meaningful consumer and colleague connections
You will
Evaluate enrollment and group level inquiries and apply the correct contract/benefit provisions, business rules and state/federal legislative requirements.
Research, analyze and resolve routine and non-standard eligibility requests and escalated issues engaging key stakeholders utilizing multiple systems to facilitate resolution.
Respond professionally to both internal and external customer service inquiries regarding maintenance changes of the plan and members within expected service levels.
Explain and educates contract provisions, premium discrepancies, billing procedures and plan benefits to internal and external customers, including Planholders, Customer Response Unit (CRU) and Sales.
Assess eligibility requirements and determine if/when Evidence of Insurability is required and act appropriately based on established procedures.
Actively participate in team meetings and share information and best practices with the team.
Consistently meet departmental standards for quality and production
Reporting Relationships
This position reports to the Policyholder Services Team Leader who, in turn, reports to the Policyholder Services Manager.
Location:
This position is remote
Our Promise:
At Guardian, youll 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.
We Offer:
Meaningful and challenging work opportunities to accelerate technology and innovation in a secure and compliant way.
Competitive compensation
Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period
Life and disability insurance
A great 401(k) with match
Tuition assistance, paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability, and advocate for diversity & inclusion in all that we do.
Primary Location:
Remote - United States
Other Locations:
Job:
Operations
Schedule:
Full time
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.
