Remote Licensed Customer Service Representative

Remote Licensed Customer Service Representative

Join to apply for the Remote Licensed Customer Service Representative role at Liberty Mutual Insurance

This range is provided by Liberty Mutual Insurance. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$41,000.00/yr - $73,000.00/yr

Join Our Team as a Remote Experienced and Licensed Customer Service Representative! 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 elevate others as appropriate. Identify, analyze, and own 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 start 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. To work from home you must have dependable, wired internet connectivity with an upload speed of at least 5 Mbps and a download speed of at least 25 Mbps 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.

License:
Active P&C Producers insurance license REQUIRED.

• Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
• Build rapport with each customer.
• Listen to customers’ requests and inquiries.
• Work to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
• Use de‑escalation tactics and, when necessary, elevate to appropriate team.
• Process policyholder transactions accurately and within Customer Response Center established time standards.
• Interpret policy contracts to insured based on expert knowledge of personal lines auto products.
• Identify, understand, and interpret customer needs to implement resolutions and make recommendations for coverage enhancements.
• Understand aspects of billing systems as it pertains to policy coverage.
• Identify and communicate transactions and impacts to policy premium.
• Evaluate and make decisions regarding exceptions to payment plan and fees.
• Manage and utilize time effectively to ensure the department meets required service levels for improved customer satisfaction results.
• Proficiently utilize on‑line reference materials relating to auto policies to provide confident, accurate, and efficient service.
• Develop and maintain product, procedural and technical systems knowledge.
• Complete licensing and continuing education requirements.
• Utilize technical systems effectively and efficiently, including desktop, call center specific phone systems, and have required internet connectivity.
• Perform additional duties as assigned.

• Associate’s 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.

Pay Philosophy:
The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications, and location. The full salary range for this role reflects the competitive labor market value for all employees…