Customer Disputes Resolution Liaison

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 Guardians 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 AIassisted 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 evidencebased 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 AIenabled 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 ones 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:

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 addition to salary this role may also be eligible for annual sales or other incentive compensation.

Our Promise

At Guardian youll 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 Guardians 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 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 also provides reasonable accommodations to qualified job applicants (and employees) to accommodate the individuals 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 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 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.