Claims Coordinator – Financial Protection and Retirement Solutions

Guardian Life

Claims Coordinator for Financial Protection and Retirement Solutions at Guardian. Managing claims, customer inquiries, and documentation with a focus on customer experience and team collaboration.

Posted 5/5/2026full-timeBethlehem • Massachusetts, Pennsylvania • 🇺🇸 United StatesMid-LevelSenior💰 $41,880 - $62,820 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Annual, sales, or other incentive compensation
Flexible work arrangements
Professional development opportunities
Philanthropic opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data entryclaim file creationdocument handlingcustomer inquiry resolutionperformance metricscritical thinkinganalytical skillsattention to detail

Soft Skills

customer servicecommunication skillsproblem-solvingteam efficiencytime managementprioritizationownershipde-escalation