[Hiring] Customer Onboarding Specialist @Liberty Mutual

Role Description

Performs various sales and support duties including cross-selling DRC bound customers to obtain leads that assist in reducing acquisition costs. Able to fulfill customer requests related to:

• Right track
• ID cards
• Billing transactions
• Customer account reviews such as billing and effective date review and changes

Responds to internal and external requests for information and prepares documents and policy information. Performs other related support duties as requested, such as:

• Answering phones
• Outbound calling
• Assisting customers

Follows procedures and applies intermediate-level administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties.

Qualifications

• Dependability, attention to detail, ability to follow/interpret procedures
• Basic level of skill required to open, create and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.)
• Ability to effectively exchange routine and non-routine information verbally and in writing
• Apply knowledge of the department's policies and procedures
• High school education or equivalent, plus at least 1 year of relevant customer service or administrative experience

Requirements

• Provides exceptional customer service by engaging customers in outbound calls and addressing inquiries regarding all personal lines policies.
• Able to make a high number of outbound calls.
• Builds rapport with each customer and actively listens and responds to requests.
• Works to retain policyholders by actively asking about other lines of business.
• Attempts to increase DRC goals by offering customers the opportunity to receive additional quotes and policies.
• Demonstrates fundamental understanding of all lines of Personal Insurance products.
• Ability to identify, understand, and interpret customer needs to implement resolutions.
• Basic understanding of Personal Insurance Departments and operations.
• Works with support supervisor, virtual peers, and other departments to resolve standard and other services issues of limited complexity.
• Support sales initiatives as appropriate.
• Assists sales with building strong customer relationships and makes recommendations for improvements.
• Processes policyholder requests accurately and within established time standards.
• Assists customers with payment transactions and billing questions.
• Under moderate supervision, handles verbal complaints and manages difficult customer interactions.
• Manages and utilizes time effectively to ensure department meets required goals.
• Utilizes online reference materials to provide confident, accurate, and efficient information.
• Responsible for satisfying ongoing internal compliance and necessary assigned trainings.
• Performs additional duties as assigned.