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By | April 13, 2022

Job Responsibilities : Remote Customer Service Representative

Salary : $37,100 – $43,500 a year

Company : Liberty Mutual Insurance

Location : Remote

Educational requirements : High School


  • Provides excellent customer service by responding promptly to all inbound customer calls regarding personal lines policies limited by geographic area and line.
  • Listens to customers’ requests and inquiries.
  • Works to retain policyholders who inquire about canceling through open listening policy review of customer issues and escalation to the appropriate team if
  • Builds rapport with each customer.
  • necessary.
  • Processes policyholder transactions accurately and within Customer Response Center established time standards.
  • Interprets policy contracts to insured based on knowledge of Personal Insurance auto products.
  • Identifies understands and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
  • For features or products outside of auto escalates the policyholder to the appropriate team.
  • Understands aspects of billing systems as it pertains to policy coverage.
  • Identifies and communicates transactions and impact to policy premium.
  • Evaluates and makes decisions regarding exceptions to payment plan and fees.
  • Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements.
  • Places policy in follow-up and ensures adherence to arrangements specified.
  • Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
  • Utilizes on-line reference materials to provide confident accurate and efficient information.
  • Develops and maintains product procedural and technical systems knowledge.
  • Completes licensing and continuing education requirements.
  • Utilizes technical systems effectively and efficiently including desktop call center specific phone systems and the internet.
  • Supports and participates in office or department programs and contests.
  • Performs additional duties as assigned.
  • Personal Lines producer insurance licenses required upon hiring and training.

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