Life Insurance Customer Care Specialist

RippleMatch Inc.; Bethlehem (Northampton County); On-site; USD 36,000 - 52,000; Full time

Job summary

Guardian is seeking Customer Service Representatives to join our award-winning Contact Center team. You will assist policyholders with life insurance coverage, policy administration, payments, and account updates while delivering a professional, empathetic, and accurate service experience.

You will work in a high-volume inbound environment, resolving questions, guiding customers on next steps, and escalating complex matters when needed.

Qualifications

• Experience in customer-facing service environments.
• Excellent oral and written communication.
• Strong organizational skills and multitasking ability.
• Comfort using computers, databases, and multiple systems.
• Ability to work independently and in a team.
• Positive attitude and dedication to customer service.

Responsibilities

• Respond to customer inquiries regarding life insurance coverage, premiums, loans, policy administration, and account updates.
• Research and resolve customer questions, including premium or loan payment matters and eligible policy changes such as address or beneficiary updates.
• Explain policy information, coverage details, and available administrative options clearly so customers understand next steps.
• Recognize when customers should consult with their financial professional or when complex matters require escalation to the appropriate internal team.
• Properly verify callers by obtaining required data points or Personally Identifiable Information (PII) to ensure information is provided to the appropriate party.
• Navigate multiple systems, customer records, and knowledge resources while maintaining the flow of the customer conversation.
• De-escalate customer concerns, set clear expectations, and follow through on next steps to support timely resolution.
• Document customer interactions accurately and in a timely manner in accordance with procedures.
• Meet service and quality expectations in a high-volume environment, including schedule adherence, quality assurance, productivity, and customer experience measures.

Skills

Empathy

Communication skills

Detail-oriented

Multitasking

Computer literacy

Teamwork

Problem solving

Education

High school diploma or equivalent

Job description

Guardian is seeking Customer Service Representatives to join our award-winning Contact Center team. You will assist policyholders with life insurance coverage, policy administration, payments, and account updates while delivering a professional, empathetic, and accurate service experience.

You will work in a high-volume inbound environment, resolving questions, guiding customers on next steps, and escalating complex matters when needed.