Client Service Delivery Associate III

Client Service Delivery Associate III Position Summary

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.

You are

• A customer-focused professional who thrives in a fast-paced, service-driven environment
• Skilled at identifying root causes and resolving customer issues effectively
• Comfortable navigating multiple systems simultaneously to deliver accurate information
• A strong communicator who builds rapport quickly and works collaboratively across teams
• Detail-oriented with a focus on quality, compliance, and customer experience

You have

Required 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 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

Preferred Qualifications

• 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

You will

• 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

Reporting Relationships

• As our Client Service Delivery Associate III agent, you will report to a National Service Center Team Leader

Location

• The primary location for this position is remote/work-from-home environment

(preferred CST/MST/PST time zones)

Travel

• No travel required for this position.

Salary Range:

$42,830.00 - $64,250.00

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. Explore our company benefits at www.guardianlife.com/careers/corporate/benefits. 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 MyHR@glic.com. Please note: this resource is for accommodation requests only. For all other inquires related to your application and careers at Guardian, refer to the Guardian Careers site.

Visa Sponsorship

Guardian is not currently or in the foreseeable future sponsoring employment visas. In order to be a successful applicant. you must be legally authorized to work in the United States, without the need for employer sponsorship.

Notice Regarding Guardian’s Use of Artificial Intelligence in Recruitment

As part of Guardian’s job application process, Guardian may use artificial intelligence tools (“AI Tools") to automate the sorting and filtering of information provided by applicants as part of its preliminary screening. This preliminary screening may be used to help identify applicant materials and resumes relative to their indication that the applicant meets the requirements for the specific job for which they are applying, as specified in the listing posted on Guardian’s jobs website (Careers at Guardian at https://www.guardianlife.com/careers). At Guardian, we do not use AI Tools to substantially assist or replace human judgment or discretionary decision making in our hiring process. All hiring decisions will be made by Guardian colleagues.

Please be aware that if you apply for a specific position with Guardian, you will have the choice of opting out of Guardian’s use of AI Tools during the job application process. If you would like to request an alternative process that does not utilize AI Tools or would like to request a reasonable accommodation, within ten business days of your position application, you must email your request to MyHR@glic.com, making sure to provide your name and job requisition identification number. Guardian will retain your applicant materials and resume and all information therefrom in accordance with Guardian’s document retention policy, a copy of which you may request via MyHR@glic.com.

Additionally, at applicable times, Guardian will make public the most recent bias audit results for such AI tools, which may be found here.

Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.