Licensed Remote – Customer Service Representative

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.

We are currently hiring for start date of July 29th, 2024

This is a 24-7 / 365 day position.

• Shift start times:  After 10:30 AM EST
• You will be required to work ONE weekend day
• 100% attendance is required-no time off will be granted during training

Before you apply, please read through all the information below.

Active P&C Producer insurance license REQUIRED in addition to at least 1 year actively using the license.

Adjuster licenses are not accepted for this position.

Location:  Remote/virtual 

The following states are EXCLUDED from eligibility: Arizona, Alaska, Alabama, California, Hawaii, Georgia, Kentucky, Illinois, Maryland, Montana, New York, and Washington DC. 

As a Gold Trusted Advisor, we operate as an extension of our independent agents.  As a licensed agent, you will support our Independent Agents and policyholders 24 hours a day/7 day a week/ 365 days a year. Taking inbound phone calls, building rapport, expressing empathy, and quickly identifying, and resolving the customers’ needs while educating them on the products and services we offer to protect what they value most.

At the heart of growing our program is you – our valued employee! We focus our efforts to help you become a subject matter expert as a Gold Trusted Advisor. We create a development plan to help you build additional skills and capabilities as you continue to advance your career with Liberty Mutual/Safeco Insurance.

Our hours of operation are from Monday through Sunday, 7:00 am-12:15 am PST. We support our customers 24 hours a day/7 day a week/365 days a year, so our customer service representatives need to be flexible to work within the hours of operation, plus weekends and holidays. All schedules will include at least one weekend day (Saturday and/or Sunday) each week.

Paid Training: Mandatory attendance is critical to your success and as such is required for the duration of training and performance will be continually assessed throughout. Training is Monday-Friday for these hours within your particular time zone:

7:00 AM-3:45 PM PST

8:00 AM-4:45 PM MST

9:00 AM-5:45 PM CST

10:00 AM-6:45 PM EST  

(40 hours per week) for approximately 12 weeks. 

The salary range for this position is $44,100 - $55,400 and depends on where you live in the country.

Bilingual English/Spanish Candidates strongly encouraged to apply. 

Responsibilities:

• Working in a fast-paced call center environment taking inbound phone calls back-to-back with a structured schedule
• Held to high standards to meet/exceed targeted metrics and objectives related to schedule adherence, call handling time, and lead generation
• Interprets policy contracts to insured based on expert knowledge of personal lines auto products
• Understands aspects of billing systems as it pertains to policy coverage
• Identifies and communicates transactions and impact to the policy premium
• Evaluates and makes decisions regarding exceptions to payment plan and fees
• Proficiently utilizes online reference materials relating to auto policies to provide confident, accurate, and efficient
• Develops and maintains product, procedural, and technical systems knowledge
• Completes licensing and continuing education requirements
• Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business
• Provides counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most. This is done by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services
• Maintains and tracks accurate data in various computer systems

• Active P&C Producer insurance license REQUIRED in addition to at least 1 year actively using the license.

• Ability to be licensed in 50 states

• Associate`s degree in a business-related field or equivalent training recommended
• Minimum of 18 months’ work experience required in a fast-paced environment
• Ability to review, record and organize written data from a variety of sources with no pre-established format
• Excellent oral, written, and interpersonal communication skills and the capacity to multi-task in a structured work environment are required
• Proficiency with computers is mandatory
• Knowledge and ability to use Microsoft Office tools is necessary

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-equity-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. 

Fair Chance Notices

• California
• San Francisco
• Los Angeles
• Philadelphia