Licensed Customer Service Representative - Remote

Liberty Mutual Insurance is a Fortune 100 insurance company focused on delivering exceptional customer experiences and supporting independent agents. The Licensed Customer Service Representative provides 24/7 assistance through inbound calls, addresses insurance and policy-related questions, recommends products and services, and maintains customer data while meeting service and performance standards.

Responsibilities:

• Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes
• Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention
• Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services
• Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability
• Accurately maintains and tracks data across various computer systems

Requirements:

• Property & Casualty License or a Personal Lines License
• A minimum of 6 months' related work experience is required
• Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format
• Must have excellent oral, written, and interpersonal communication skills and the capacity to multitask in a structured work environment
• Must have the ability to handle confidential and proprietary information
• Proficiency with computers is mandatory
• Knowledge and ability to use Microsoft Office tools is necessary
• Must have a clear understanding of the organization`s policies, standards, and procedures to guide customer interactions
• Associate degree in a business-related field preferred or equivalent experience required
• Customer service experience preferred