Claims Coordinator for FPRS (Financial Protection and Retirement Solutions)

Guardian Life Insurance•Pittsfield Charter Township, MI

1d•Hybrid

About The Position

As a Claims Coordinator for FPRS (Financial Protection and Retirement Solutions), you will play a key role in delivering meaningful customer experiences that support growth—both for your career and for our team’s collective future. At Guardian, we live our Purpose every day. As champions of wellbeing for ourselves, our communities, and our consumers, we work together to turn what’s possible into reality. We believe in your aspirations for purpose, development, and achievement in both your professional and personal life, and this role provides the opportunity to bring those aspirations to life. We will help build the core competencies you will need to be successful as a Claims Coordinator. In your first year, we will provide extensive training in a highly supportive environment. If you enjoy working directly with customers, gathering and validating information, navigating multiple systems, and managing competing priorities while meeting deadlines, this is your opportunity to make a difference, grow your career, and contribute to the organization’s future.

Requirements

A college or university degree, or equivalent work experience, with exposure to insurance claims, customer service, or related concepts
Experience in a customer‑facing role delivering quality written and telephonic customer service.
An internal drive to investigate using critical thinking skills to assess customer needs and claim-related matters.
Strong analytical skills with attention to detail.
Strong written and verbal communication skills.
Demonstrated experience prioritizing competing priorities while meeting deadlines.
Working knowledge of Microsoft Office products, including Word, Excel, and Outlook.
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Responsibilities

Conduct claim set-ups, including accurate data entry, claim file creation, and system navigation across multiple business lines.
Prepare and issue accurate claim form packages to clients, ensuring the correct forms, instructions, and required attachments are included based on claim type.
Review materials for completeness and accuracy, identifying missing or incorrect information and initiating appropriate follow-up.
Manage internal and external customer inquiries by creating, routing, and prioritizing tasks to ensure timely workflow progression.
Perform documents handling activities that support organized, complete, and audit-ready claim files.
Proactively support coworkers by taking ownership of administrative and operational responsibilities to ensure balanced workloads and team efficiency.
Resolve customer inquiries related to Life, Annuity, and Waiver of Premium insurance coverage, while delivering high-quality customer experience.
Meet and exceed individual performance metrics, including average calls per day, daily schedule adherence, Quality Assurance call scores, and client survey results.
Properly verify callers by obtaining required data points and Personally Identifiable Information (PII) to ensure information is shared with the appropriate party.
Navigate multiple systems simultaneously while maintaining seamless call flow and customer engagement.
De-escalate customer concerns and solve complex problems, making quick but thoughtful decisions to resolve client issues.
Gather detailed facts, identify next steps, and clearly communicate expectations to support timely and accurate resolution.