The Annuity New Business Operations Case Specialist is responsible for supporting the accurate and timely processing of annuity new business and post-issue transactions. This role serves as a key operational resource by assessing and prioritizing casework, managing follow-up activities, preparing incoming asset transfer requests, and coordinating contract-related communications. The Case Specialist monitors transaction quality, service levels, and operational trends to identify opportunities for improved efficiency, accuracy, and risk mitigation.

Through collaboration with Product Management, Compliance, and cross-functional business partners, this role supports successful product implementation, strengthens operational controls, and drives continuous process improvements. By developing deep product and process expertise, the Case Specialist helps deliver operational excellence and exceptional service outcomes.

You are

• Highly focused on the consumer and know how to translate feedback into actionable leadership.
• Confident and skilled in managing consumer escalations; able to utilize resources and use logic to solve problems quickly.
• A shrewd communicator who can provide focused, constructive and honest feedback.
• Highly focused on personal development and success; inclusive of knowing how to leverage your talent for stretch assignments and co-create meaningful development and career plans.
• Careful to use procedures and focused on the details to ensure your work is accurate.

You will

• Review, prioritize, and process annuity new business and post-issue transactions in accordance with established service and quality standards.
• Initiate incoming asset transfer requests by preparing required documentation and coordinating with the financial institution to ensure timely completion.
• Manage inbound and outbound phone calls to obtain outstanding requirements and support new business case completion.
• Prepare, distribute, and mail contract-related documents and correspondence to annuity contract owners.
• Collaborate with Operations Case Managers to identify service enhancement opportunities and implement process improvements.
• Partner with Product Management, Compliance, and cross-functional stakeholders to support the successful and compliant launch of new products and initiatives.
• Develop and maintain expertise in annuity products, operational processes, risk mitigation practices, fraud prevention controls, and continuous improvement methodologies.
• Consistently achieve or exceed performance expectations related to quality, accuracy, productivity, and customer experience measures.

You have

• Experience in a customer-focused service or operations environment.
• A bachelor's degree or equivalent professional experience.
• Strong organizational, written, and interpersonal communication skills.
• Demonstrated ability to effectively manage multiple priorities and business functions simultaneously.
• A high degree of accountability, sound judgment, discretion, and independent decision-making capability.

Reporting Relationships

As our Operations Case Specialist, you’ll report to the Annuity Operations Team Lead, who reports to our Manager of Annuity New Business Operations.

Location

The primary location for this position is our Bethlehem, PA, office location for three days each week, and work from home eligible for two days each week. You must be able to come to campus at any time, and the required number of in-office days are subject to change.

Travel

10% Travel required for this position. You’ll be expected to travel to a Guardian work location, as determined by your manager.

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 [email protected]. 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 Life is not currently or in the foreseeable future sponsoring employment-based visas (e.g., such as an H-1B). In order to be a successful applicant, you must be legally authorized to work in the United States, without the need for employer sponsorship/support now or at any time in the future.

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 [email protected], 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 [email protected].

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.