About the Role
Title: Licensed Customer Service Representative
Location:Remote, Remote, United States
Job Category
Customer Service
Subcategory
Service – CSR/Call Center
Typical Starting Salary
$45,600-$61,800
Minimum Salary
$40,500.00
Maximum Salary
$74,200.00
Schedule
Full-Time
Flexible Time Off Annual Accrual – days
15
Job Description:
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 in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
Description
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 escalate others as appropriate. Identifies, analyzes, and owns customer policy needs to ensure high customer satisfaction, growth and retention of business.
Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.
Training start time will be 9AM – 11AM.
Location will be remote/virtual.
Within our Customer Response Center (CRC), the Remote Licensed Customer Service Representative (CSR) provides timely, accurate and responsive information and service to policyholders and agents for Personal Lines products and programs. Independently solve problems relating to policies within scope and escalate others as appropriate by identifying, analyzing, and owning customer policy needs to ensure high customer satisfaction, growth, and retention of business.
Responsibilities:
• Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies, limited by line.
• Builds rapport with each customer.
• Listens to customers’ requests and inquiries.
• Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
• Uses de-escalation tactics and when necessary, escalates to appropriate team.
• Processes policyholder transactions accurately and within Customer Response Center established time standards.
• Interprets policy contracts to insured based on expert knowledge of personal lines auto products.
• Identifies, understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
• Understands aspects of billing systems as it pertains to policy coverage.
• Identifies and communicates transactions and impact to policy premium.
• Evaluates and makes decisions regarding exceptions to payment plan and fees.
• Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Proficiently utilizes on-line reference materials relating to auto policies to provide confident, accurate, and efficient service.
• Develops and maintains product, procedural and technical systems knowledge.
• Completes licensing and continuing education requirements.
• Utilizes technical systems, effectively and efficiently, including desktop, call center specific phone systems and has required internet connectivity.
• Performs additional duties as assigned.
Qualifications
- Associates degree and 1+ year Insurance experience preferred.
- 3-5 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.
- Personal Lines producer insurance licenses required upon hiring and training.