Customer Disputes Resolution Liaison

About the position 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 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 AI‑assisted 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 evidence‑based 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.

Responsibilities

• 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.
• Use structured investigative analysis, predictive models, and AI‑assisted 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.
• 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 evidence‑based 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.

Requirements

• 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 AI‑enabled 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 one’s immediate team.
• Ability to work independently in a fast-paced environment, and collaboratively with multiple professional disciplines and diverse populations.

Nice-to-haves

• 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.

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