Associate Customer Service Representative, CI

Job Summary

Performs a limited range of customer service activities such as obtaining first notice of loss information, responding to inquiries, and explaining processing procedures to deliver the best possible outcome while meeting or exceeding the customer's expectation. Maintains essential information on all calls received.

This is a remote/hybrid position. You will be required to go into the office twice a month if you reside within 50 miles of one of the following offices:
Columbus, OH;
Hoffman Estates, IL;
Liberty Lake, WA;
Indianapolis, IN;
Lake Oswego, OR;
Plano, TX;
Suwanee, GA; and Syracuse, NY. Please note this policy is subject to change.

The anticipated start date for this role is September 8, 2026.

• Deliver an exceptional customer service experience.
• Obtain 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).
• Provide direct guidance and assistance to customers regarding first report of loss or first report of injury.
• Provide guidance such as Provider Referral Services (PRS).
• Assist with customer inquiries and/or problems, alert people leaders to potential escalations.
• Refer callers to appropriate contacts.
• Transmit reports and messages to branch offices and to state agency as required.
• Act as a liaison between management and customer for routine information and reports requested.
• Prepare reports for management from customer information.
• Maintain logs, records and reports as required to ensure accurate information and reporting capabilities for customers.
• Update information on automated system.
• Perform 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.
• Demonstrates accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours.
• Achieves established efficiency goals to support business results.
• Maintains strong schedule adherence to ensure customer accessibility.
• Follows Triton standards and demonstrates professional work habits.
• Maintains dependable attendance and adheres to the Time Away from Work Policy.
• Manages time effectively by being present, prepared, and available during scheduled work hours.
• Adopts and utilizes GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement.
• Describes 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.
• Possesses interpersonal and listening skills to build solid relationships inside and outside the organization.
• Exhibits communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.
• Can exercise influence and create good outcomes.
• Is adaptable, open‑minded, and flexible when faced with changes at work.
• Understands, remembers, and explains claims reporting procedures; and has working knowledge of systems and personal computers.
• Has a high school diploma (or equivalent) and a minimum of 1–2 years of customer service or insurance experience preferred.

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco

Liberty 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.