Annuity Relationship Manager (Hybrid)

Guardian’s Annuity Operations CARE team seeks a dynamic and knowledgeable individual to join our team as an Annuity Relationship Manager. We are looking for someone with exceptional analytical and problem-solving skills, attention to detail, and intellectual curiosity; enabling us to discover deeper insights into our business and identify innovative ways to accelerate growth. This individual will be responsible for supporting all facets of annuity operations and working with internal and external partners.

As a member of our CARE Team, you are part of a dynamic group focused on achieving team goals and identifying ways to improve consumer experience.  As the Annuity Relationship Manager, you’re highly motivated and empowered to take ownership and accountability for each consumer interaction, keep consumers informed during every step of handling their request, demonstrate genuine care, and actively engage with consumers to create meaningful and unexpected experiences. CARE expresses the emotion we want to generate, and it’s also an acronym for Communicate, Advocate, Respond, and Empower – the actions needed to show CARE. 

You are

• Highly adaptable and comfortable with change and ambiguity. Someone with a growth mindset who fosters collaboration and a positive culture.
• Goal-oriented and able to deliver results aligned with business priorities and key performance metrics.
• Highly focused on the consumer, motivated to do whatever it takes to make a positive impact and deliver personalized experiences.
• Able to handle several responsibilities, multiple phone calls and field interactions, yet be able to identify and focus on the most valued added phone support and use of time.
• An independent decision-maker able to utilize resources and logic to solve problems quickly with minimal leadership assistance.
• Confident and skilled to control consumer and field escalations; able to utilize resources and use logic to solve problems quickly.

You will

• Serve as a subject matter expert on annuity operations, demonstrating a comprehensive understanding of various annuity products, features, and regulations.
• Effectively manage incoming and outgoing phone calls and emails covering new business, inforce and pre-sale inquiries.
• Serve as a primary point of contact for field partners, ensuring all requests, inquiries, and communications are handled promptly and professionally.
• Partner with Talcott Resolution on escalation covering inforce operations.
• Meet and exceed individual performance metrics including average calls per day, adhering to daily schedule, Quality Assurance call scores, consumer survey scores, etc. 
• Partner with Product Management, Compliance, and various departments across the organization to orchestrate successful and compliant product launches.
• Support day-to-day team activities and needs including covering roles in times of absence or increased new business volumes.
• Operate at a high level to consistently exceed quality goals and service level agreement standards.

You have

• 5+ years’ experience in the financial service industry. Experience must include direct customer service experience.
• A bachelor’s degree, preferred.
• FINRA Series 6 or 7, preferred.
• Knowledge of various annuity products, including fixed, variable, and indexed annuities.
• Excellent phone-based skills, articulate, polite, confident, able to establish relationships with the field partners.
• Experience in field training and presenting to small/large groups via Zoom/Teams.
• A consumer-centric mindset; you know what it takes to deliver personalized experiences.
• Exceptional written and verbal communication skills.

Reporting Relationships

As our Annuity Relationship Manager, you’ll report to the Head of Annuity Operations Distributor Relationships and Inforce Administration who reports to our Head of Annuity and New Business Operations.

Location   

This is a hybrid position requiring 3 days per week in our Bethlehem, PA office location. You must be able to come to campus at any time, and the required number of in-office days are subject to change.

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 www.guardianlife.com/careers/corporate/benefits. 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 MyHR@glic.com. 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 https://www.guardianlife.com/careers). 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 MyHR@glic.com, 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 MyHR@glic.com.

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.