Claim Coordinator (Hybrid)

About the role

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.

Responsibilities

• Administer 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.
• 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.

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.

Qualifications

Location: Hybrid role. If you are within close proximity to one of our Guardian hubs—Bethlehem, PA; Pittsfield, MA; New York City; or Boston, MA—we prefer that you work in the office three days per week, with Bethlehem or Pittsfield strongly preferred.

Benefits

Salary Range: $41,880.00 - $62,820.00 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.

Pay

The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate.

Schedule

This is a hybrid role. If you are within close proximity to one of our Guardian hubs—Bethlehem, PA; Pittsfield, MA; New York City; or Boston, MA—we prefer that you work in the office three days per week, with Bethlehem or Pittsfield strongly preferred.