Customer Disputes Resolution Liaison

Job description

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...