Claims Coordinator for FPRS (Financial Protection and Retirement Solutions)

As a Claims Coordinator for FPRS (Financial Protection and Retirement Solutions), 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.

We will help build the core competencies you will need to be successful as a Claims Coordinator. In your first year, we will provide extensive training in a highly supportive environment. If you enjoy working directly with customers, gathering and validating information, navigating multiple systems, and managing competing priorities while meeting deadlines, this is your opportunity to make a difference, grow your career, and contribute to the organization’s future.

You will handle

Administrative & Claim Processing Responsibilities

• 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.

Customer Contact & Call Responsibilities

• 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.

You have

• 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.

Location

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 .

Salary Range:

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 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 [email protected]. 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 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 [email protected], 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 [email protected].

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.