Join the Team at Liberty Mutual: Immediate Hiring for Licensed Customer Service Representative
Embark on a rewarding career journey with Liberty Mutual, a leading provider of insurance and financial services! We are currently seeking a highly skilled and motivated Licensed Customer Service Representative to join our team in a remote setting. As a Licensed Customer Service Representative, you will play a critical role in delivering exceptional customer service, resolving policyholder inquiries, and driving business growth. If you have a passion for customer-centric service, excellent communication skills, and a strong background in insurance, we encourage you to apply for this exciting opportunity.
About Liberty Mutual
Liberty Mutual is a purpose-driven organization committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. With over 45,000 employees worldwide, we believe that progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow. Our company culture is built on strong relationships, comprehensive benefits, and continuous learning opportunities, allowing our employees to succeed both professionally and personally.
Job Summary
We are seeking a licensed customer service representative to join our Customer Response Center team. As a Licensed Customer Service Representative, you will provide timely, accurate, and responsive information and service to policyholders and agents for a division of Personal Lines products, plans, and programs. You will independently solve problems relating to policies within scope and escalate others as appropriate. Your goal will be to identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Key Responsibilities
- Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
- Build rapport with each customer and listen to their requests and inquiries.
- Work to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
- Use de-escalation tactics and, when necessary, escalate to the appropriate team.
- Process policyholder transactions accurately and within Customer Response Center established time standards.
- Interpret policy contracts to insured based on expert knowledge of personal lines auto products.
- Identify, understand, and interpret customer needs to implement resolutions and make recommendations for coverage enhancements.
- Understand aspects of billing systems as it pertains to policy coverage.
- Identify and communicate transactions and impact to policy premium.
- Evaluate and make decisions regarding exceptions to payment plans and fees.
- Manage and utilize time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Proficiently utilize online reference materials relating to auto policies to provide confident, accurate, and efficient service.
- Develop and maintain product, procedural, and technical systems knowledge.
- Complete licensing and continuing education requirements.
- Utilize technical systems effectively and efficiently, including desktop, call center-specific phone systems, and required internet connectivity.
- Perform additional duties as assigned.
Requirements and Qualifications
Essential Qualifications:
- Active P&C Producers insurance license required.
- At least 2 years of experience actively using the license.
- 3-5 years of related customer service experience.
- Excellent communication and interpersonal skills.
- Ability to review, record, and organize written data from a variety of sources with no prescribed format.
Preferred Qualifications:
- Associate's degree.
- 1+ year of insurance experience.
Skills and Competencies
To succeed in this role, you will need:
- Strong communication and interpersonal skills.
- Excellent problem-solving and analytical skills.
- Ability to work in a fast-paced environment and manage multiple tasks.
- Strong attention to detail and accuracy.
- Ability to work independently and as part of a team.
- Proficient in using technical systems, including desktop and call center-specific phone systems.
Training and Development
We offer comprehensive training and development opportunities to ensure your success in this role. The training program includes:
- Paid training, Monday – Friday, 9:00 am – 5:30 pm EST (full-time).
- Training start time will be 9:00 am – 11:00 am.
- Attendance and active engagement during training are mandatory for success in this role.
Work Environment and Culture
We offer a remote work environment with flexible scheduling:
- Location will be remote/virtual.
- Go-forward shifts will have a start time between the hours of 8:00 am and 10:30 am EST/8-hour shifts.
- One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.
Compensation and Benefits
We offer a competitive compensation package, including:
- Competitive salary starting at a range determined by skills, experience, education, certifications, and location.
- Comprehensive benefits, including medical, dental, and vision coverage.
- Opportunities for career growth and professional development.
- Paid time off and holidays.
Why Join Liberty Mutual?
By joining Liberty Mutual, you will be part of a purpose-driven organization that is committed to fostering an environment where employees can build long and meaningful careers. We offer:
- A diverse, equitable, and inclusive workplace.
- Seven Employee Resource Groups (ERGs) to support employee connection and engagement.
- Comprehensive benefits and compensation.
- Opportunities for career growth and professional development.
How to Apply
If you are a motivated and customer-focused individual with a passion for insurance and customer service, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application:
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We are an equal opportunity employer and welcome applications from diverse candidates. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or on any basis prohibited by federal, state, or local law.
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