Member Experience Associate

Member Experience Associate Department: Member Experience Employment Type: Full Time Location: Raleigh, NC Reporting To: Jeff Boyer Description Company Summary Guardian Service is transforming personal insurance to make coverage simpler, smarter, and more transparent. Our mission is to help our members simplify how they protect their assets with the right coverage, the best price, and the easiest experience. Together, we’re not just selling insurance; we’re transforming the way people protect their homes, their finances, and their peace of mind. About the Role The Member Service Associate is responsible for supporting Guardian Service members with day-to-day insurance and account needs. You will handle inbound questions about policies, payments, coverage, and general servicing, ensuring each member receives clear, accurate, and timely support. This role requires strong communication skills, a service-first mindset, and the ability to manage a steady volume of calls and tasks while keeping member experience at the center of every interaction. Key Responsibilities We're looking for: Service-oriented professionals who enjoy helping people through moments that matter. Strong communicators who can simplify complex information and deliver clear, confident explanations. Individuals who remain calm and organized in a fast-paced environment with shifting priorities. Problem-solvers who take ownership and follow issues through to full resolution. Positive, reliable team players who thrive in collaborative environments. People who are process-driven, detail-oriented, and able to learn multiple systems quickly. What You’ll Do: Provide unscripted, high-quality service to members via phone, email, and chat Handle core servicing needs including billing questions, account updates, and coverage clarifications Support members through the claims process by gathering details, validating eligibility, and setting expectations Coordinate with partners or contractors to ensure timely resolution Document all interactions accurately in internal systems Follow open cases through to closure while keeping members informed Escalate issues when needed while maintaining ownership of the member experience Skills, Knowledge and Expertise Qualifications: 1+ year of customer service experience Strong verbal and written communication skills Ability to learn and navigate multiple systems High attention to detail and accuracy Reliable, organized, and consistent in follow-through Service-oriented mindset with professionalism and empathy Benefits At Guardian Service, you will be part of a collaborative team that takes pride in helping customers through moments that matter. We value people who bring empathy, reliability, and initiative to their work, and who find satisfaction in making complex processes feel simple and supportive for others. We provide: Robust benefit program including family health and wellness programs, 401K, paid time off, paid holidays and more. Career advancement and development opportunities within a rapidly growing organization. Supportive and collaborative team environment. Branded company gear. #J-18808-Ljbffr