About Company
At Liberty Mutual Insurance, we believe progress happens when people feel secure. We provide peace of mind to millions of customers worldwide by offering a wide range of personal and commercial insurance products. We are a global leader committed to building a diverse and inclusive workforce, empowering our employees to make a real difference, and fostering a culture of continuous learning and growth. As a Fortune 100 company with a rich history spanning over 100 years, we are dedicated to operating responsibly and investing in the communities we serve. Join us and be part of a team that puts customers first and helps them embrace today and confidently pursue tomorrow.
Job Description
Are you passionate about helping people and thrive in a dynamic, supportive environment? Liberty Mutual Insurance is seeking dedicated and empathetic individuals to join our team as a Remote Customer Advisor. In this crucial role, you will be the friendly voice of Liberty Mutual, providing exceptional support and guidance to our valued policyholders from the comfort of your home office. This is a unique opportunity to build a rewarding career with a leading insurance provider, offering stability, comprehensive benefits, and ample opportunities for professional development.
As a Remote Customer Advisor, you will primarily handle inbound calls, addressing inquiries related to insurance policies, coverages, billing, and claims. You’ll be responsible for explaining complex insurance concepts in an easy-to-understand manner, resolving issues efficiently, and identifying opportunities to offer additional products or services that meet our customers’ evolving needs. We are looking for individuals who possess excellent communication skills, a strong problem-solving aptitude, and a genuine desire to deliver an outstanding customer experience with every interaction. Full training will be provided to ensure your success, equipping you with all the knowledge and tools you need to excel in this challenging yet highly rewarding position. If you are self-motivated, tech-savvy, and ready to make a positive impact, we encourage you to apply and join our innovative remote workforce.
Key Responsibilities
- Answer inbound calls from Liberty Mutual policyholders, addressing a wide range of inquiries related to auto, home, and other personal insurance lines.
- Provide clear, concise, and accurate information regarding policy coverages, billing statements, payment options, and claims processes.
- Educate customers on their policy details and available services, ensuring a thorough understanding of their benefits.
- Actively listen to customer needs, identify potential gaps in coverage, and recommend suitable insurance products or policy enhancements.
- Efficiently navigate multiple systems and tools to access customer information and accurately document all interactions.
- Resolve customer complaints and concerns with professionalism and empathy, escalating complex issues when necessary.
- Maintain a high level of product knowledge and stay updated on company policies, procedures, and industry regulations.
- Adhere to all compliance standards and company guidelines during every customer interaction.
- Collaborate with team members and supervisors to ensure a seamless customer experience and achieve performance goals.
- Participate in ongoing training and development programs to enhance skills and knowledge.
Required Skills
- Minimum of 1 year of customer service experience in a call center or equivalent environment.
- Excellent verbal and written communication skills with a clear and professional telephone presence.
- Proven ability to actively listen, empathize, and build rapport with customers.
- Strong problem-solving abilities and a methodical approach to issue resolution.
- Proficiency in navigating multiple computer applications and systems simultaneously.
- Ability to work independently in a remote setting while maintaining high productivity and adherence to schedules.
- Resilience and adaptability in a fast-paced, evolving work environment.
- High school diploma or GED equivalent.
Preferred Qualifications
- Prior experience in the insurance or financial services industry.
- Associate’s or Bachelor’s degree in a relevant field.
- Demonstrated ability to meet and exceed performance metrics in a customer-facing role.
- Experience with CRM software and virtual communication tools.
Perks & Benefits
- Competitive hourly wage with performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) with company match and pension plan.
- Paid time off, including vacation, sick leave, and holidays.
- Generous parental leave and adoption assistance.
- Tuition reimbursement and extensive professional development opportunities.
- Employee discounts on insurance products and various retail services.
- Access to an Employee Assistance Program (EAP).
- A supportive and inclusive company culture focused on employee well-being.
How to Apply
Ready to make an impact from the comfort of your home? Click on the application link below to submit your resume and complete our online application. Please ensure your resume highlights your customer service experience and your ability to thrive in a remote work environment. We look forward to reviewing your application!