Note: The job is a remote job and is open to candidates in USA. Liberty Mutual Insurance is a Fortune 100 insurance company focused on delivering exceptional customer experiences and supporting customers, agents, and communities. The Bilingual Licensed Customer Service Representative provides 24/7 inbound customer and agent support in English and Spanish, addressing insurance questions, recommending products and services, and maintaining accurate data while meeting customer care and performance standards.
Responsibilities
- Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes
- Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention
- Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services
- Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability
- Accurately maintains and tracks data across various computer systems
Skills
- Bilingual in English and Spanish
- Property & Casualty License or a Personal Lines License
- A minimum of 6 months' related work experience is required
- Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format
- Must have excellent oral, written, and interpersonal communication skills and the capacity to multitask in a structured work environment
- Must have the ability to handle confidential and proprietary information
- Proficiency with computers is mandatory
- Knowledge and ability to use Microsoft Office tools is necessary
- Must have a clear understanding of the organization`s policies, standards, and procedures to guide customer interactions
- Associate degree in a business-related field preferred or equivalent experience required
- Customer service experience preferred
Benefits
- Paid, mandatory training lasting approximately 12 weeks
- Comprehensive benefits
- Workplace flexibility
- Professional development opportunities
- Opportunities provided through Employee Resource Groups
- Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role
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