New Business Coordinator

Department: Business Operations

Reports To: Operations Manager

Employment Status: Full-Time, Non-Exempt

Location: Remote (Mountain or Pacific time zones)

Position Summary

The New Business Coordinator plays a critical role in ensuring a seamless experience for our advisors, brokers, and policyholders by managing the end-to-end processing of life and disability insurance cases. This position serves as the primary liaison between field representatives, brokers, and the Guardian Home Office, focusing on prompt and accurate case handling to drive successful policy placement. Approximately 75% of the role is dedicated to New Business operations, with the remaining 25% supporting Policy Servicing functions. The ideal candidate is service-oriented, detail-driven, and thrives in a fast-paced, collaborative environment.

Key Responsibilities

New Business (75%)

• Manage and oversee the lifecycle of Life and Disability Insurance cases from initial submission to policy placement.
• Serve as a key point of contact for Financial Representatives (FRs), Brokers, and the Guardian Home Office.
• Troubleshoot pending or problematic cases, applying sound judgment and proactive solutions.
• Train FRs and brokers on systems (eSuite) and processes to ensure accurate and timely submissions.
• Coordinate underwriting requirements and follow up on pending cases on a weekly basis or as needed.
• Ensure completeness of applications prior to submission; scrub paper apps for accuracy.
• Order Attending Physician Statements (APS) upon request from the Home Office.
• Track and deliver issued policies to advisors in a timely manner.
• Run advisor-specific reports and maintain accurate status tracking of cases.
• Host monthly production calls with advisors and/or their teams.
• Participate in regular home office training sessions and internal team meetings.
• Contribute to ongoing improvements to our advisor support model and process efficiencies.

Policy Servicing (25%)

• Perform timely and accurate data entry across systems, including input from applications, factfinders, and other documents.
• Serve as a secondary contact for policyholder inquiries via phone and email, providing responsive and informed service.
• Facilitate communication between the Home Office, advisors, and clients regarding servicing issues or documentation.
• Maintain meticulous policyholder records and support documentation.
• Prioritize tasks effectively to meet service level expectations and communicate delays or blockers proactively.
• Participate in team meetings and contribute to the continuous improvement of operational workflows.

Qualifications and Skills

• 2 years of experience in life and disability insurance operations or a related field preferred.
• Knowledge of Guardian systems (eSuite, GOL) is a plus.
• Life and Health License preferred but not required.
• Excellent written and verbal communication skills.
• Strong organizational, time management, and problem-solving abilities.
• Proficiency in Microsoft 365 (Outlook, Excel, Word, Teams).
• Self-starter with the ability to work independently and collaboratively.
• Customer-centric mindset with a proactive approach to service delivery.
• Ability to manage multiple priorities under tight deadlines with accuracy and professionalism.