Client Service Delivery Associate III

Guardian Life Insurance

6d•$42,830 - $64,250•Remote

About The Position

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.

Requirements

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 trouble shoot 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
Must be legally authorized to work in the United States, without the need for employer sponsorship.

Nice To Haves

Associate or Bachelor’s degree or equivalent work experience
2–3 years of call center or customer service experience preferred
Experience in insurance, dental, or disability products
Prior remote/work-from-home experience
Strong problem-solving and analytical skills, including basic math aptitude

Responsibilities

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