What are the responsibilities and job description for the Associate Customer Service Representative, CI position at Liberty Mutual?
Performs a limited range of customer service activities - such as obtaining first notice of loss information, responding to inquiries, and/or explaining processing procedures - to deliver the best possible outcome while meeting or exceeding the customer's expectation. Maintains essential information on all calls received.
Responsibilities:
- Obtains information from customers regarding claims and accidents on some lines (commercial auto, workers' compensation, liability, property, etc.) through a primary intake method (telephone reports, fax and other sources).
- Provides direct guidance and assistance to customers regarding processing procedures and explains how their inquiries will be answered if additional information is requested.
- May schedule appointments for claimant.
- Monitors customer inquiries and/or problems, alerts management to potential problems.
- Refers bodily injury and serious property damage cases to appropriate unit person.
- Transmits reports and messages to branch offices and to state agency as required.
- May act as a liaison between management and customer for routine information and reports requested.
- Prepares reports and/or structures for management from customer information.
- Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers.
- Updates information on automated system.
- Describe the minimum level of preparation, training, and experience, as well as any special skills, which are required to competently perform the duties of this job.
- Interpersonal and listening skills to build solid relationships inside and outside the organization.
- Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.
- Ability to exercise influence and create good outcomes.
- Adaptability to be open-minded and flexible when faced with changes at work.
- Ability to understand, remember and explain claims reporting procedures; and working knowledge of systems and personal computers
- Previous Call Center experience preferred.
- High school diploma (or equivalent) and a minimum of 1-2 years of customer service or insurance experience preferred.
About Us
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
Fair Chance Notices
- California
- Los Angeles Incorporated
- Los Angeles Unincorporated
- Philadelphia
- San Francisco
