Remote Licensed Customer Service Representative

Liberty Mutual Insurance•Indianapolis, IN

4d•Remote

About The Position

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. Training: 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. Shift: After onboarding and training is complete, go-forward shifts will have a start time between 8:00 am and 10:00 am EST with a weekend rotation. One weekend day (Saturday or Sunday) will be required with an alternate day off mid-week when working the weekend. Work Location: 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. This position is fully remote. It is preferred that applicants reside within a 50-mile radius of Chandler AZ, Plano TX, Lake Mary FL, Suwanee GA, and Indianapolis Indiana, but not required.

Requirements

Associates degree or 1+ year Insurance experience preferred.
2 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.
P&C Producers insurance license required.

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.
Listen 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 impacts to policy premium.
Evaluates and makes decisions regarding exceptions to payment plan and fees.
Manages and utilizes time effectively to ensure the 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.