Service Insurance Assistant, Commercial

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.

In the Small Business Service Center (SBSC), we provide support to our independent agents and customers regarding their small business insurance policies.

Our Service Insurance Assistants perform various support duties, such as responding to internal and external requests regarding account information and preparing insurance documents, policy information, and files for additional handling by other associates. This position includes answering phones, processing electronic mail, and assisting customers using your problem-solving skills. You must be able to follow detailed procedures and apply strong organizational/administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties. The role is a metrics-based role and does include but is not limited to phone handle time, after-call work time, schedule adherence, offline handle time, and offline adherence.

Our hours of operation are from Monday through Friday, 8:00 am-8:00 pm EST, with possible expectations of working no later than 7:00 pm your LOCAL time. Our customer service representatives need to be flexible to work within the hours of operation, plus some holidays.

Our call center class begins on Monday, May 6, 2024. Attendance is critical to your success and as such, 100% attendance is required for the duration of training where performance will be continually assessed. During training, individuals are also responsible for schedule adherence and actively participating in the training program.

The salary for this position is $39,700.

**The following states/districts are excluded from eligibility at this time: Alaska, California, Georgia, Hawaii, Illinois, New York and Washington**.

Job 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, correspondence, and process other insurance transactions to provide customer service and support.
• Performs other related support duties as requested, such as answering phones, processing mail, and assisting customers.
• 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.
• Identifies all required forms and materials related to policy changes and certificates
• Assists in handling various requests from agents and insureds including premium information, classifications, and limits
• Interacts with other departments including underwriting, billing, and processing to help resolve customer requests.

• Qualifications:

  • Highschool Diploma or equivalent
  • Minimum of 1-2 years of relevant customer service or administrative experience preferred.
  • Prior Call Center experience preferred.
  • Proficiency with computers is mandatory.
  • Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace 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 with a minimum of 5 dedicated mbps (20 mbps or more is recommended through a cable, fiber, or DSL service).

At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
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.

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