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Pay Philosophy
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. 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.
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.
Before you apply, please read through all of the information below.
Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
Location will be remote/virtual for a hire date of 9/9/24.
We are currently not hiring candidates from the following states: NY, CA, AK, HI, NM or IL.
$1,500 Sign-On-Bonus (paid out in two payments and based on performance/being in good standing with the company).
Within our Customer Response Center (CRC), the Remote Licensed Customer Service Representative (CSR) provides timely, accurate and responsive information and service to policyholders and agents for Personal Lines products and programs. Independently solve problems relating to policies within scope and escalate others as appropriate by identifying, analyzing, and owning customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Paid training is Monday – Friday, 9:00am – 5:30pm EST (full time) for approximately 10 weeks. 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.
Initially you will be aligned to support our Expanded Call Group. As time progresses and you gain experience, you will be expected to move into more complex call groups when there is a business need. As you promote through the different call groups, you will be eligible for promotional salary increases.
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
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That’s why we provide an environment focused on openness, inclusion, trust and respect. Here, you’ll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a “Great Place to Work” by Great Place to Work® US for the past several years. We were also selected as one of the “100 Best Places to Work in IT” on IDG’s Insider Pro and Computerworld’s 2020 list. For many years running, we have been named by Forbes as one of America’s Best Employers for Women and one of America’s Best Employers for New Graduates as well as one of America’s Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
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. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
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.
