[Hiring] Senior Customer Service Representative @Liberty Mutual

Role Description

Advance your Claims career at Liberty Mutual Insurance - A Fortune 100 Company! Are you looking for an opportunity to join a claims team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent claims opportunity available as a Senior Customer Service Representative.

As a member of the Claims team, you will help people resolve problems and live safer, more secure lives. Under limited supervision, the ideal candidate performs a full range of customer service activities:

• Obtaining first notice of loss information
• Responding to inquiries
• Resolving problems
• Explaining processing procedures

Mentors, provides guidance, and monitors the workflow of customer service representatives.

Responsibilities include:

• Obtaining information from customers regarding claims and accidents on designated lines (commercial auto, workers' compensation, liability, property, etc.) through telephone reports, fax, and other sources.
• Providing direct guidance and assistance to customers regarding processing procedures and explaining how their inquiries will be answered if additional information is requested.
• Investigating and monitoring customer complaints, inquiries, and issues, resolving concerns when appropriate, identifying potential problems, alerting management, and recommending effective solutions or courses of action.
• Providing training and guidance to Customer Service Representatives.
• Assisting Supervisor in managing workflow and meeting unit priorities.
• Maintaining department records, administering special projects, and reviewing work/production results for quality and quantity.
• Maintaining logs, records, and reports as required to ensure accurate information and reporting capabilities for customers.
• Updating information on automated systems.
• Performing additional duties and special projects as requested.

Qualifications

• Advanced knowledge of claims reporting procedures, commercial property/casualty coverage, and applications.
• Has GRS Intake and Report A Claim knowledge.
• Demonstrated ability to actively listen and exchange accurate information in a confident, empathetic, and courteous manner.
• Demonstrated ability to build effective working relationships and deliver the best possible outcome while meeting or exceeding the customers' expectations, typically over the phone.
• Attention to detail needed to gather and maintain important information.
• Other attributes include problem solving, adaptability, composure, courtesy, and dependability.
• Knowledge, skills, and other capabilities typically acquired through normally obtained through a high school diploma (or equivalent) and a minimum of 3 years of customer service or insurance experience preferred.