[Hiring] Customer Support Specialist @Liberty Mutual

Role Description

The Customer Support Specialist are highly motivated, resourceful and self-directed providing timely and accurate guidance and service to policy holders for a variety of products, carriers, plans and programs. Displays the ability to identify problems, manage diverse customer interactions and resolve complex issues independently. Assumes responsibility for decisions, tasks and actions which could have a significant impact on other activities. Efficiently identifies and responds to customer needs to ensure high customer satisfaction, retention of business, and profitable growth.

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. The paid training is Monday - Friday between the hours of 8:00 am - 6:00 pm EST (40 hours per week) starting 11/30 for UNLICENSED and 12/14 for LICENSED applicants. After training and onboarding is completed, go-forward shifts will be between the hours of 8:00 am - 8:00 pm EST Monday – Friday. Shifts may be subject to change in the future based on business needs.

• Develops and maintains product, procedural and technical systems knowledge
• Provides exceptional customer service by responding promptly to all inbound calls or written inquiries regarding policies.
• Builds strong rapport with each customer, actively listens and responds to requests.
• Able to communicate effectively via different methods and manage difficult customer interactions.
• Advanced understanding of all lines of Insurance products with the ability to interpret and communicate complex contracts to customers.
• Proactively exercises initiative and independent judgment while researching and solving complex customer complaints and issues.
• Ability to identify and analyze diverse customer needs to ensure high customer satisfaction.
• Support retention through educating customers on existing products, available services, resources, and gathering critical risk information to appropriately re-evaluate existing business.
• Supports growth through identifying new revenue opportunities from additional lines of coverage, analyzing open leads and providing quotes for and binding new business requests.
• Quoting and binding new business includes gathering critical and accurate risk information, utilizing carrier specific underwriting rules and guidance to bind coverage and advising prospects and policyholders on coverages, coverage limits and regulations.
• Exceptional understanding of Personal Insurance Departments and operations.
• Works with regional and national partners and other departments to resolve complex service issues as needed.
• Support sales initiatives and sales personnel as appropriate.
• Assists sales with building strong customer relationships and makes recommendations for improvements.
• Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
• Proficiently utilizes on-line reference materials to provide confident, accurate, and efficient service.
• Responsible for satisfying ongoing continuing education (C.E.) requirements in order to maintain necessary PC and small Commercial license.

Qualifications

• Appropriate state and province licenses required or capable of obtaining
• 3-5 years of customer service or sales experience within the insurance industry.
• Bachelor`s degree or equivalent preferred.
• Working knowledge of insurance products, plans and programs in a customer service or sales environment is desired.
• Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.
• Excellent communication, interpersonal and influencing skills are required.