CRM Platform Specialist

The CRM Platform Specialist will help grow Guardian client acquisition and sales by providing training and support for career agents’ usage of SmartOffice CRM!

You will

• Professionally handle inbound and outbound telephone calls & emails

• Research and identify solutions, examine the nature of the situation and resolve in 'first contact resolution' when possible.

• Act as SmartOffice technical subject matter expert and advise greater team on capabilities.

• Satisfy producers through timely situation resolution.

• Lead 1:1 and group training sessions, both virtually and in-person. Participate in platform support open office hours.

• Assist with development / review of effective training.

• Expediently identify customer questions, gather appropriate facts and resolve customer issues including advancing to management as appropriate. Actively listen to customers and solicit their feedback to better understand needs.

• Participate in the resolution and implementation of production problems as dictated by the end users.

• Participate in the maintenance of technology documentation and release information. Suggest potential platform enhancements based on observations and feedback from end users.

You have

• Ability to work effectively with all external/internal contacts to build a positive working relationship

• Expert level of proficiency in CRM Platforms (SmartOffice preferred)

• Experience in writing a variety of business documents, preferably including business process documentation

• Exceptional decision-making skills

• Superior oral and written communication skills

• Ability to think outside of established procedures for the purpose of customer satisfaction.

• Familiarity with Life, Disability, Investment, Group benefits or Retirement products and procedures.

• Ability to remain calm and professional in high-pressure situations

• Experience in providing individual financial planning or customer service experience in an insurance/financial services setting is preferred.

Salary Range$91,260.00 - $149,925.00

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.

Health Care

• Choice of [high deductible/copay] medical plans* with prescription drugs, including coverage for fertility and transgender inclusive benefits

• Dental plan

• Vision plan

• Health care accounts – flexible spending, health reimbursement, and health savings accounts

• Critical illness insurance

Life and Disability Insurance

• Company-paid Life and Disability insurance plus voluntary supplemental coverage

• Accident insurance

Retirement and Financial

• 401(k) retirement plan with a company match, plus an annual age/service-based Company contribution and an annual profit-sharing contribution, if applicable

• Complimentary 1:1 financial guidance with a licensed Fidelity representative

Time Off and Remote Work

• Flexible work arrangements (part in-person/part remote)

• Unlimited paid time off for most roles plus time off for volunteering, jury duty, voting, and bereavement

• Personal holidays for colleagues to use in recognition of religious, cultural, or civic days

• Paid parental leave and paid family and medical leave policies

Emotional Well-being and Work-Life

• Emotional well-being, mental health, and work/life resources powered by Spring Health

• Wellness programs, including fitness program and equipment reimbursement

• Child, adult, and elder back-up care support through Bright Horizons

• Adoption assistance

• College planning

• Tuition reimbursement

• Student loan assistance

• Commuter benefits in select metropolitan areas

Equity & Inclusion

Opportunities to build inclusive and meaningful connections through involvement in colleague-led affinity groups:

• Employee Resource Groups:

• Colleague Connection Committees

• Community Involvement Committees

A culture that encourages colleagues to bring their authentic selves to work

• Voluntary self-ID

• Pronunciation and phonetic spelling of names

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].

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