Associate Customer Service Representative, CI

Liberty Mutual Insurance is a leading provider in the insurance industry, and they are seeking an Associate Customer Service Representative to join their NA Claims Contact Center. The role involves performing customer service activities, obtaining loss information, responding to inquiries, and ensuring a positive customer experience.

Responsibilities:

• Deliver an exceptional customer service experience
• Obtains information from customers regarding claims and accidents on some lines (commercial auto, workers' compensation, liability, property, Integrated Disability Management, short-term disability, etc.) through a primary intake method (telephone reports, fax and other sources)
• Provides direct guidance and assistance to customers regarding first report of loss or first report of injury
• Provides guidance such as Provider Referral Services (PRS)
• Assists with customer inquiries and/or problems, alerts people leaders to potential escalations
• Refers callers to appropriate contacts
• Transmits reports and messages to branch offices and to state agency as required
• May act as a liaison between management and customer for routine information and reports requested
• Prepares reports for management from customer information
• Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers
• Updates information on automated system
• Performs weekend driver work as needed once proficient in telephony skill
• Demonstrates a willingness to be coachable by remaining open to feedback and applying it effectively to support continued growth and help reduce recurring trends
• Demonstrating accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours
• Achieving established efficiency goals to support business results
• Maintaining strong schedule adherence to ensure customer accessibility
• Following Triton standards and demonstrating professional work habits
• Maintaining dependable attendance and adhering to the Time Away from Work Policy
• Managing time effectively by being present, prepared, and available during scheduled work hours
• Adopt and utilize GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement
• Describe the minimum level of preparation, training, and experience, as well as any special skills, which are required to competently perform the duties of this job
• Interpersonal and listening skills to build solid relationships inside and outside the organization
• Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner
• Ability to exercise influence and create good outcomes
• Adaptability to be open-minded and flexible when faced with changes at work
• Ability to understand, remember and explain claims reporting procedures; and working knowledge of systems and personal computers

Requirements:

• High school diploma (or equivalent)
• Minimum of 1-2 years of customer service or insurance experience
• Interpersonal and listening skills to build solid relationships inside and outside the organization
• Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner
• Ability to exercise influence and create good outcomes
• Adaptability to be open-minded and flexible when faced with changes at work
• Ability to understand, remember and explain claims reporting procedures
• Working knowledge of systems and personal computers
• Demonstrates a willingness to be coachable by remaining open to feedback and applying it effectively to support continued growth and help reduce recurring trends
• Demonstrating accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours
• Achieving established efficiency goals to support business results
• Maintaining strong schedule adherence to ensure customer accessibility
• Following Triton standards and demonstrating professional work habits
• Maintaining dependable attendance and adhering to the Time Away from Work Policy
• Managing time effectively by being present, prepared, and available during scheduled work hours
• Adopt and utilize GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement