Is the opportunity to join a culture where "We Do the Right Thing," and "We Courageously Shape Our Future Together" important to you? If so, Guardian is seeking a resolute motivated individual to join our team as a Customer Disputes Resolution Liaison (RL).
Reporting to the Head of Ethics & Customer Complaints, the RL plays a crucial role in safeguarding the customer experience while effectively mitigating risk for the company. This role requires exceptional skills in investigation, conflict resolution, problem solving, and verbal and written communication, augmented by proficiency in artificial intelligence (AI)-powered tools and platforms.
The RL leverages generative AI, machine learning models, natural language processing (NLP), and predictive analytics to transform complaint resolution from reactive to proactive, and to augment professional judgment, strengthen investigative rigor, drive smarter, faster, and more consistent complaint resolution outcomes.
RL is a change agent, adept in identifying complaint trends and opportunities, uncovering root causes using advanced analytics, and collaborating in the design of solutions and products that move Guardian's strategic priorities forward.
This role is ideal for someone who cares deeply for our consumers, is energized by innovation and continuous learning, and embraces cutting-edge tools to improve both customer experience and enterprise risk management, while maintaining ethical practices and human oversight.
You will
Core Investigation & Resolution:
Investigate and analyze customer complaints, then effectively communicate their findings and resolutions with customers and/or Regulators.
Collaborate with the Law Department and Business Partners across the enterprise to resolve complex issues.
Advanced Analytics & AI-Driven Insights :
Use structured investigative analysis, predictive models, and AI-assisted tools (including machine learning algorithms and anomaly detection systems) to identify root causes, validate findings, and surface systemic and emerging risks before they escalate.
Translate complex complaint data into actionable insights using AI-powered dashboards, natural language generation for automated reporting, and advanced analytics platforms (such as Power BI with AI capabilities, Tableau with Einstein Analytics, or custom Python-based solutions).
Leverage AI capabilities to anticipate issues through predictive modeling, identifying high-risk complaint patterns and customer segments.
Strategic Partnership & Change Management:
Partner with Business Leaders to pilot, test, and refine enhanced processes, products, and operational improvements resulting from complaint and root cause analyses and insights, embracing experimentation, learning cycles, and evidence-based change.
Provide regular quantitative and qualitative insights enhanced by analytics, that not only report on complaint trends, but also help Business Partners and Leadership anticipate emerging risks and inform preventive action.
You have
Qualifications:
A minimum of 5 years of insurance & financial services industry experience with demonstrated ability to adapt to technological change.
Excellent verbal and written communication.
Strong curiosity and proven record of learning and applying new technologies, including AI-enabled tools and platforms.
Comfort working in environments with evolving regulations, tools, and governance frameworks.
Ability to adopt new tools and methods while maintaining high standards for documentation, accuracy, and regulatory defensibility.
Experience using data to influence decisions beyond one's immediate team.
Ability to work independently in a fast-paced environment, and collaboratively with multiple professional disciplines and diverse populations.
Preferred Skills:
2+ years of experience in a customer service, complaint handling, or similar role.
Hands-on experience with analytics platforms (Power BI, Tableau, Python/R) and AI-enabled tools used for trend analysis, workflow optimization, or decision support.
Experience with AI platforms such as Open AI APIs, Azure AI Services, AWS AI/ML services, or similar enterprise AI solutions.
Understanding of AI ethics, bias detection, and responsible AI principles.
Ability to adopt new AI tools and methods while maintaining high standards for documentation, accuracy, regulatory defensibility, and ethical AI use.
Familiarity with prompt engineering techniques for generative AI applications.
Location:
Hybrid role - 3 days in a Guardian office located in Hudson Yards, NYC; Holmdel, NJ; Bethlehem PA; Boston, MA or Pittsfield, MA. 2 days WFH. Occasional travel for conferences as needed.
Salary Range:
$82,770.00 - $135,975.00
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. 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.
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday.
Every day, Guardian helps our 29 million customers realize their dreams through a range of insurance and financial products and services. Our Purpose, to inspire well-being, guides our dedication to the colleagues, consumers, and communities we serve. We know that people count, and we go above and beyond to prepare them for the life they want to live, focusing on their overall well-being - mind, body, and wallet. As one of the largest mutual insurance companies, we put our customers first. Behind every bright future is a GuardianTM. Learn more about Guardian at guardianlife.com .
Visa Sponsorship:
Guardian Life 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.
