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 independent agents. The Licensed Customer Service Representative provides 24/7 inbound customer and agent support related to renewals, coverage, billing, eligibility, and policy changes while driving satisfaction, retention, and business growth.
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
- Property & Casualty License or a Personal Lines License
- A minimum of 6 months' related work experience
- 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
- Customer service experience
Benefits
- Paid, mandatory training lasting approximately 12 weeks, held Monday through Friday from 10:00 AM to 6:30 PM EST
- Commission and/or bonus earnings may be included through a corresponding compensation plan, with rates varying based on multiple factors
- Comprehensive benefits
- Workplace flexibility
- Professional development opportunities
- Opportunities provided through Employee Resource Groups
Company Overview