Licensed Customer Service Representative
Description
Within our Customer Response Center, the Remote Customer Service Representative provides timely, accurate and responsive information and service to policyholders and agents for a division of Personal Lines products, plans and programs. Independently solve problems relating to policies within scope and escalate others as appropriate. Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.
Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
Training start time will be 9AM - 11AM.
Location will be remote/virtual.
Paid training is Monday – Friday, 9:00am - 5:30pm EST (full time). Training is a critical component to your success and that success starts with reliable attendance. Attendance and active engagement during training is mandatory for success in this role.
After onboarding and training is complete, go-forward shifts will have a start time between the hours of 8am and 10:30am EST/8-hour shifts.
One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend.
All equipment is provided. However, to work from home you must have dependable, wired internet connectivity with an upload speed of at least 5Mbps and a download speed of at least 25Mbps along with a quiet, secure, distraction free place to work.
Responsibilities:
Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
Builds rapport with each customer.
Listens to customers' requests and inquiries.
Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
Uses de-escalation tactics and when necessary, escalates to appropriate team.
Processes policyholder transactions accurately and within Customer Response Center established time standards.
Interprets policy contracts to insured based on expert knowledge of personal lines auto products.
Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
Understands aspects of billing systems as it pertains to policy coverage.
Identifies and communicates transactions and impact to policy premium.
Evaluates and makes decisions regarding exceptions to payment plan and fees.
Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
Develops and maintains product, procedural and technical systems knowledge.
Completes licensing and continuing education requirements.
Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and has required internet connectivity.
Performs additional duties as assigned.
Qualifications
Associates degree and 1+ year Insurance experience preferred.
3-5 years related Customer Service experience is required.
Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.
Excellent communication and interpersonal skills are required.
Personal Lines producer insurance licenses required upon hiring and training.
About Us
**This position may have in-office requirements depending on candidate location.**
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe 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.
We are proud to support a diverse, equitable and inclusive workplace, where all 45,000 employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being.
Liberty Mutual is an equal opportunity employer. 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.
