Leading with listening: We champion what matters most to you

As a parent, you’re used to providing empathy. Bruised knees, playground arguments, and hurt feelings all fall under your purview, and we know you try hard to meet your children’s needs with kindness. Your kids aren’t the only ones in need of empathy; you deserve to be treated with kindness, too.

At Guardian, our goal is to listen first. Listen first, because we know who is on the other line. We’re not talking to a policy or an account number — we’re talking to a person like us, and very likely a parent who could use a hand.

You might reach someone like Heather, a Senior Claims Specialist, whose job is to listen with empathy, answer questions, and help customers navigate their well-being amid complex circumstances. She spent her career prior to Guardian serving her community as a crisis worker. It was in that job that she learned to meet her customers where they are by pausing to understand their situation. Then, she tailors her communication style to fit the customer’s need.

“All of my communication matters,” says Heather. “We think we know what others need, but we should listen with the intent to really hear them. When we truly hear who people are — a busy caregiver, a loving parent, an employee who works really hard — we can empathize with them most authentically.”

When our customers call us, they’re usually in a stressful, difficult situation. It’s our job to reduce their stress, make their claims process easier, and to make them feel that they are cared for.

Like Heather, Eduardo Romero, Claims Specialist, brings the patience and empathy he learned from previous roles to Guardian. After many years waiting tables in the restaurant industry, he learned to be understanding of his customers’ needs. “We talk a lot about empathy here,” says Eduardo. “Some of the people that I’ve spoken to just sound different at the end of our conversation. They’re in a better place and they know how to move forward. I’m going to do my best to be there for them.”

By leading with listening, we don’t presume to know what you need when you call us. We’ll meet you where you are and figure out a solution together. Just as you do with your kids, we hear you out, and then help you get back on track.