Customer Service Representative

Liberty Mutual Insurance

United States Remote only

Full time

US$41.8-49.2k (annually)

Customer Service

Remote

Jun 19

Advance your Customer Service career at Liberty Mutual Insurance- A Fortune 100 Company! Superior Customer Service is our primary goal.

Under moderate supervision, serves as primary contact for support and service of commercial insurance policies. Address questions and concerns from policy holders, agents, and business partners in an accurate and timely manner. Collect, send and route forms and documentation necessary to assist customer requests. Provide support across a highly diverse, cross-functional product set, technology platforms and applications.

Our hours of operation are from Monday through Friday, 8:00am – 8:00pm EST. Our customer service representees need to be flexible to work within the hours of operation, plus some holidays. 

Our call center class begins on Monday, August 1, 2022, and the schedule during training is Mon -Fri 7:30am-3:30pm Pacific Standard Time. Mandatory attendance is critical to your success and as such is required for the duration of training where performance will be continually assessed throughout. Total training time is 4 weeks which includes approximately 2 weeks of nesting /on the job training.

Responsibilities:

  • Acts as first point of contact for routine customer requests and queries for our Assigned Risk Workers Compensation business.
  • Establishes and maintains a professional relationship with both external and internal customers while developing a thorough understanding of service needs.
  • Coordinates activities with various departments to ensure efficient and quality service including but not limited to; Billing, U/W, Premium Audit and Claims.
  • Completes basic research around customer queries and requests. If unable to resolve request, identifies and engages appropriate department, individual, or escalation path.
  • Routes requests and submissions using appropriate systems for assignment and resolution. Accurate and timely documentation of required transactions and customer interactions.
  • Clearly and professionally communicate often complex processes in concise and plain language.
  • Identify gaps in workflow and make recommendations around improving processes.

Job Specifications:

Reference: 2022-48645

Category: Customer Service

Primary Location: Remote

Additional Locations:

Schedule: Full-Time

Salary: USD-$41,800.00-–-$49,200.00-/-Year

Education Level:

Travel: As Needed


Qualifications

Qualifications:

  • Knowledge, skills and competencies as normally acquired through an Associate degree or equivalent business background. 
  • Prior Call Center experience preferred
  • Proficiency with computers is mandatory
  • Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured environment is required.
  • Minimum of 1-2 years of relevant customer service or administrative experience.
  • Business background with knowledge of basic Commercial policies or related Commercial insurance experience preferred.
  • Ability to effectively exchange routine and no-routine information verbally and in writing and apply knowledge of the department’s policies and procedures. Ability to communicate with individuals at all levels within and outside the organization.
  • Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with desk, safe, quiet, professional working environment, and wired connected high-speed internet with a minimum of 5 dedicated mbps ( 20 mbps or more is recommended through a cable, fiber, or DSL service). 

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