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 (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.

The following states are EXCLUDED from eligibility at this time: Alaska, California, Hawaii, Illinois and New York.

Paid training is Monday – Friday, 9:00am - 5:30pm EST (full time) for approximately 12 weeks. Training is a critical component to your success and that success starts with reliable attendance. Attendance and active engagement during training is mandatory.

After onboarding and training is complete, go-forward shifts will be 1:00pm – 10:00pm EST. One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week.

Initially you will be aligned to our Expanded Call Group, which will include some complex calls. As time progresses and you gain experience, you will be expected to move into more complex call groups. 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 managing and utilizing time effectively, remaining available and responding promptly to all inbound customer calls
• Use a customer focused, needs-based review process to identify, understand and interpret customer needs, implement resolutions, make recommendations, upsell, and cross sell
• Make customer interactions easy by providing accurate, knowledgeable, and friendly customer service to completely resolve customer concerns during first interaction
• Service can include responding to inquiries regarding insurance availability, discount eligibility, coverages, policy changes, process payments, process endorsement, and billing questions
• Works to retain policyholders who inquire about rates through open listening, negotiating, and policy review of customer issues
• Effectively and proficiently utilizes all tools, technology, and reference materials to provide confident, accurate, and efficient service
• Develops and maintains product, procedural and technical systems knowledge
• Completes licensing and continuing education requirements
• Maintain appropriate telepresence by following department protocols when attending virtual meetings (e.g., use of webcam) and set boundaries with people who may be present while you are working to appropriately minimize distractions, background views/noise
• Performs additional duties as assigned

Qualifications

• Minimum of 6 months internally in a customer service role or 2 years of related work experience necessary
• Associates degree preferred
• 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
• Strong multitasking and typing capabilities recommended
• Active P&C insurance license, valid in the state of residence and ability to obtain non-resident P&C license for all other states based on call types handled

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-inclusionWe 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/BenefitsLiberty 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.