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.

CSO (Customer Service Operations) is an inbound call center that provides customer service for the involuntary Worker’s Compensation department.  We provide support to our agents and customers regarding Underwriting, Audit, and Financial inquiries.  

Our Insurance Assistants work in an inbound call center and perform various duties. These duties include – taking phone calls, responding to internal and external requests regarding account information, taking payments, providing policy information, etc. As an Insurance Assistant, you must be able to follow detailed procedures, use your problem-solving skills, and apply strong organizational/administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties. The role is metrics-based and does include but is not limited to phone handle time, after-call work, schedule adherence, number of items worked for offline, and service tracking.   

Our hours of operation are Monday through Friday, 8:00 am-8:00 pm EST.    Our employees need to be flexible to work within the hours of operation, plus some holidays. Most of our employees will work no later than 7:00 pm local time.

 Our call center class begins on April 7^th.  Attendance is critical to your success and is 100% mandatory for the duration of training. Your participation, performance, schedule adherence, and attendance will be continually assessed throughout training and the duration of your career.   

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, taking payments, correspondence, and process other insurance transactions to provide customer service and support. Performs other duties as needed.
• 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.
• Interacts with other departments including underwriting and billing to help resolve customer requests.

• Highschool Diploma or equivalent
• Minimum of 1-2 years of relevant customer service or administrative experience is 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 through a cable, fiber, or DSL service.

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.  

At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.  

We are proud to support a diverse, equitable and inclusive workplace, where all employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.  

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