Customer Service Insurance Assistant, Commercial

Liberty Mutual Insurance is seeking a Customer Service Insurance Assistant to join their Small Commercial Service Plus team. This role involves supporting independent agents and customers with small business insurance policies in a fast-paced, inbound call center environment, handling inquiries, processing payments, and maintaining service standards.

Responsibilities:

• Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others and respond independently to most questions and problems
• Uses intermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, taking payments, correspondence, and process other insurance transactions to provide customer service and support. Performs other duties as needed
• Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability
• Adheres to a daily schedule to help maintain phone and offline service levels
• Interacts with other departments including underwriting and billing to help resolve customer requests

Requirements:

• High School Diploma or equivalent
• Proficiency with computers is mandatory
• Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast-paced structured teamwork environment is required
• Intermediate level of skill required to open, create, and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures
• Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with a desk, safe, quiet, professional working environment, and wired connected high-speed internet through a cable, fiber, or DSL service
• Minimum of 1-2 years of relevant customer service or administrative experience is preferred