[Hiring] Associate Customer Service Representative @Liberty Mutual

Role Description

Premium Audit Services and CSO Involuntary Market are inbound service environments that perform a variety of customer support duties. These duties include, but are not limited to, handling inbound calls and emails and serving as a primary contact for support and service related to commercial audits and involuntary market workers’ compensation policies.

The Associate Customer Service Representative will address questions and concerns from policyholders, agents, business partners, and third parties in an accurate and timely manner. This role provides support across a highly diverse, cross-functional product set, technology platforms, and applications. Employees in this role must be able to follow detailed procedures, apply problem-solving skills, and complete both routine and non-routine tasks and duties.

This is a metric-based role and includes, but is not limited to, performance expectations around:

• Talk time behaviors
• After-call work
• Schedule adherence
• Offline work behaviors
• Service tracking

Job Responsibilities:

• Acts as the first point of contact for routine customer requests and inquiries related to commercial audits and involuntary workers’ compensation policies, requiring extensive phone and email interaction with policyholders, agents, business partners, and third parties.
• Establishes and maintains professional relationships with both external and internal customers while developing an understanding of service needs.
• Coordinates request activities with various departments to ensure efficient and quality service, including but not limited to Underwriting, Billing, Premium Audit, and Claims.
• Completes basic research related to customer inquiries and requests. If unable to resolve the issue, identifies and engages the appropriate department, individual, or escalation path.
• Provides clear and detailed explanations to customers regarding audit results, policy-related inquiries, and other service needs.
• Collects, sends, routes, and documents forms, submissions, and other materials necessary to support customer requests.
• Routes requests and submissions using appropriate systems for assignment and resolution.
• Accurately and timely documents required transactions and customer interactions.
• Identifies workflow gaps and makes recommendations for process improvement.
• Upholds customer care standards by achieving individual goals related to work quality, phone and email handle time, adherence, and reliability.
• Cross-trains among other departments as business needs dictate.

Schedule Expectations:

• Our hours of operation are Monday through Friday, 8:00 a.m. to 8:00 p.m. EST.
• Employees must be flexible to work within these hours, as well as some holidays.
• Most employees will work no later than 7:00 p.m. local time and will not start prior to 8:00 a.m. local time.
• Attendance is critical to success in this role and is 100% mandatory for the duration of training.
• Participation, performance, schedule adherence, and attendance will be continually assessed throughout training and throughout employment.
• We are currently unable to consider candidates residing in AK, CA, HI, IL, NY, NV, or WA.

Qualifications

• Minimum of 1–2 years of relevant customer service or administrative experience preferred.
• Excellent oral, written, and interpersonal communication skills.
• Ability to multitask in a fast-paced, structured team environment.
• Ability to communicate effectively with individuals at all levels both within and outside the organization.
• Intermediate skill level in Microsoft Office applications, including the ability to open, create, and modify documents, spreadsheets, and email, and to enter/retrieve information using various applications and systems.
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of departmental policies and procedures.
• Must be able to acquire and maintain company and department Work at Home (W@H) requirements, including a dedicated room with a desk, a safe and quiet professional work environment, and wired high-speed internet through cable, fiber, or DSL service.

Benefits

• Comprehensive benefits
• Workplace flexibility
• Professional development opportunities
• Opportunities provided through Employee Resource Groups