Associate Customer Service Representative, CI

Embedded Shishya; Columbus (OH); Hybrid; USD 36,000 - 60,000; Full time

Job summary

Liberty Mutual seeks a customer service professional to handle claims inquiries and provide guidance on first reports of loss or injury. The role blends remote work with in-person visits when located within 50 miles of listed offices.

Expect to gather information, update records, and coordinate with branch offices and state agencies. Qualifications include a high school diploma and 1–2 years of customer service or insurance experience; proficiency in using AI tools to enhance efficiency is noted

Qualifications

• Demonstrates willingness to be coachable by applying feedback to support growth.
• Demonstrates accountability for managing time and attendance.
• Meets efficiency goals to support business results.
• Maintains schedule adherence for customer accessibility.
• Uses GPT/AI tools to improve efficiency and outcomes.

Responsibilities

• Deliver an exceptional customer service experience.
• Obtain information from customers regarding claims and accidents through intake methods.
• Provide guidance on first reports of loss/injury and PRS where applicable.
• Assist with inquiries and escalate as needed; refer callers to appropriate contacts.
• Transmit reports to branch offices and state agencies as required.
• Prepare reports for management from customer information.
• Maintain logs and records for accurate reporting.
• Update information in automated systems.
• Perform weekend driver work as needed after proficiency in telephony.

Skills

Interpersonal skills

Active listening

Communication skills

Time management

Adaptability

Education

High school diploma or equivalent

Tools

GPT and generative AI tools

Job description

Job Summary: Performs a limited range of customer service activities such as obtaining first notice of loss information, responding to inquiries, and explaining processing procedures to deliver the best possible outcome while meeting or exceeding the customer's expectation. Maintains essential information on all calls received.

This is a remote/hybrid position. You will be required to go into the office twice a month if you reside within 50 miles of one of the following offices: Columbus, OH; Hoffman Estates, IL; Liberty Lake, WA; Indianapolis, IN; Lake Oswego, OR; Plano, TX; Suwanee, GA; and Syracuse, NY. The anticipated start date for this role is September8,2026.

Responsibilities

• Deliver an exceptional customer service experience.
• Obtain information from customers regarding claims and accidents on some lines (commercial auto, workers' compensation, liability, property, Integrated Disability Management, short-term disability, etc.) through a primary intake method (telephone reports, fax and other sources).
• Provide direct guidance and assistance to customers regarding first report of loss or first report of injury.
• Provide guidance such as Provider Referral Services (PRS).
• Assist with customer inquiries and/or problems, alert people leaders to potential escalations.
• Refer callers to appropriate contacts.
• Transmit 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.
• Prepare reports for management from customer information.
• Maintain logs, records and reports as required to ensure accurate information and reporting capabilities for customers.
• Update information on automated system.
• Perform weekend driver work as needed once proficient in telephony skill.

Qualifications

• Demonstrates a willingness to be coachable by remaining open to feedback and applying it effectively to support continued growth and help reduce recurring trends.
• Demonstrates accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours.
• Achieves established efficiency goals to support business results.
• Maintains strong schedule adherence to ensure customer accessibility.
• Follows Triton standards and demonstrates professional work habits.
• Maintains dependable attendance and adheres to the Time Away from Work Policy.
• Manages time effectively by being present, prepared, and available during scheduled work hours.
• Adopts and utilizes GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement.
• Has the minimum level of preparation, training, and experience required to competently perform the duties of this job.
• Possesses interpersonal and listening skills to build solid relationships inside and outside the organization.
• Demonstrates communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.
• Has the ability to exercise influence and create good outcomes.
• Is adaptable, open‑minded, and flexible when faced with changes at work.
• Understands, remembers, and explains claims reporting procedures; possesses working knowledge of systems and personal computers.
• Holds a high school diploma (or equivalent) and has a minimum of 1–2 years of customer service or insurance experience preferred.

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.