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Berkshire Life, A Guardian Company
700 South Street

Fax:413 395-5995

Company Description:
As one of the nation's leading providers of individual disability income insurance, we preserve the dignity and protect the lifestyles of American families in financial and emotional crisis due to injury or serious illness.

It takes special people to do this type of work: people with vision and compassion, intelligence and enthusiasm. For applicants who embody these qualities, Berkshire Life, A Guardian Company, offers a broad range of employment opportunities - from entry level to highly skilled, from technical to creative.

At Berkshire Life, we recognize that employees who care about their communities are well suited for the business of helping our clients.

Job Title:
Customer Response Coordinator - Bethlehem, PA or Pittsfield, MA or Remote Opportunity!
Salary Range:Location:
Job Type:Category:
Full TimeCustomer Service
Education Level:Work Experience:
Some High School Coursework
Individual Markets Customer Response Coordinator 


Position Objective:

The Customer Response Coordinator will support in replying to customer inquiries for the Individual Markets organization. S/he will collaborate with key business partners to obtain content and champion correspondence through a governance committee to ensure updates are appropriately vetted with Legal, Compliance and other stakeholder groups. 

The Customer Response Coordinator will also draft and edit content for targeted communications to keep our clients informed of transactional policy updates and effectively build awareness of Guardian’s product options and brand positioning. S/he will work across the organization with various business units to identify and execute the best mix of communications channels to disseminate key messages. S/he will support the communications strategy and prioritization of work aligns with corporate business objectives.


The above description includes most significant duties performed.  However, other occasional work assignments not mentioned are assumed to be included.  Management reserves the right to assign and/or reassign duties and responsibilities at any time 


Major Opportunities and Decisions:

The Coordinator will interface with the business, in support of the needs analysis process, to assist in the development of targeted communications that meet/exceed expectations and provide awareness of key messages.


Must have knowledge and experience in business writing fundamentals to assist in the development of effective communications for Individual Markets.  The Coordinator will adapt to changes in the business as it relates to communications, forms, and services; and make appropriate adjustments to successfully meet the changing business need.


Must possess a solid understanding of Guardian’s Individual Markets’ business and organizational structure.  The Coordinator will review communication requests to identify needs/gaps and offer recommendations/actions to help drive the operation in the proper direction to achieve desired results.


Principal Accountabilities:

Assist with the design of highly targeted communications to meet key performance objectives:  Coordinate the design, development and review of Individual Markets forms, communications and all coordinating materials.  Develop an understanding of the communication and form needs of all client areas, maintaining an appropriate level of business literacy to be able to substantively contribute to the success of the business based on its business strategy.  Coordinate communication activities and determine appropriate delivery mechanism/media to meet desired objectives.  Work closely with the IM Business Communications and Customer Response Manager to apply best practices based on the communication strategy to meet needs; methods include but are not limited to presentation development, client and internal communications, social media tools, video, conference calls, forms etc.  Explore new communication/design approaches, practices and processes to improve efficiency of
communication development.  Attend Individual Markets project meetings to understand upcoming enhancements and modify communication plans and presentations accordingly. Assist with communications design, communication strategy, and services to ensure communications are highly targeted, effective, and meet/exceed the need; continuous implementation of best practices.                                                                                                                                            

Coordinate communication programs in accordance with negotiated business requirements in light of resource, budget and deadline requirements:  Develop strong communications and resources to deliver on communication strategy.  Partner with the client area to ensure that all communication materials are packaged for their use; prepare for upcoming initiatives and ensure communications are available in designated areas; coordinate edits and required approvals.  Apply communication best practices based on the overall communication strategy to best meet desired needs. Assist with communication deliverables to ensure it is highly targeted, effective, and meet/exceed the need; continuous implementation of best practices.


Participate in ongoing communication needs analysis:  Working closely with Individual Markets management team, coordinate communications calendar based on major initiatives and systems releases. Assist with identifying communication gaps; coordinate and create reporting to track recommendations for improving communications in client areas.  Raise potential risks. Assist to ensure an effective and comprehensive communication strategy is developed; clear understanding of potential and existing communication needs and projected events; communication needs are continuously consistently and effectively addressed


Assist with the coordination of measurement methods to accurately gauge the effectiveness of technical and professional communications. Assist to ensure communication strategy and services are being measured effectively, results communicated to stakeholders, and appropriate adjustments are made

Enhance communications design industry knowledge:  Remain informed of communication industry trends by monitoring industry news and pertinent research reports.  Utilize insights to streamline development and coordination of best practices. Increase use of outside-in perspective in planning and decision-making.                                                                   

* Presentation, decision-making, and problem solving skills
* Proven ability to design, develop, and execute communication programs, forms, and services across a broad client group
* Solid consulting skills; proven ability to learn new business models, supporting technical infrastructure, business strategy, priorities, challenges, and create highly targeted communication programs
* Strong project management capabilities
* Flexible and adaptable to immediate and unexpected changes in plans
* Strong client focus; ability to build and maintain strong business relationships
* Strong analytical thinking and tackles challenges through creative and consultative approach to problem solving
* Strong focus on process improvement
* Demonstrated success working in a team environment through coordination and communication of delegated
* responsibilities
* Holds self accountable to high standards in design, development, and delivery
* Understands industry trends and relevant market research
* Exceptional teamwork, negotiation, and change management skills.


* Base knowledge of communications design and development of a communication program
* Develop best practices in designing and developing communication programs
* Familiarity with technology as it relates to communications design
* Business writing fundamentals
* Progressive knowledge of the trends in computer technology as it relates to software, as well as, communication industry topics, information, techniques and equipment
* Proficient in Microsoft Office applications
* Familiarity with documentation management
* Professional presentation skills

Education and Experience:

* Bachelor’s degree preferred
* Guardian product, systems and business expertise preferred
* One plus years’ experience with technical/business writing

The Guardian Life Insurance Company of America® (Guardian), currently ranked #239 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2017, Guardian reports $1.6 billion in operating income, $8 billion in capital, and $71.5 billion in assets under management. Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits. 

As a mutual company founded 157 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company’s 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection. 

Guardian states its aspiration in the following way: “To be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.”

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.

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Boxcar Media, LLC  • North Adams, MA 01247 •  Tel: 413.663.3384 • Fax: 413.664.4251 • Email: info@berkshirejobs.com