Customer Service Insurance Assistant, Commercial

Liberty Mutual; United States; Remote; USD 42,000 - 52,000; Full time

Job summary

Liberty Mutual's Small Commercial Service Plus team seeks a Service Insurance Assistant to support agents and customers in a fast-paced, inbound call center. You will handle calls, respond to requests, take payments, and prepare documents while following established procedures and maintaining high service standards.

The role emphasizes problem solving, attention to detail, and knowledge of insurance products, with schedules that may include holidays and training periods to set you up for success.

Qualifications

• High school diploma or equivalent required.
• Prior customer service or administrative experience preferred.
• Strong written and verbal communication skills.
• Ability to navigate computer systems and documents with ease.

Responsibilities

• Handle inbound calls and respond to internal and external requests for account and policy information.
• Take payments, prepare insurance documents, and assemble files for processing.
• Maintain detailed procedures, problem-solve, and apply insurance knowledge.
• Meet metrics targets like handle time, after-call work, and schedule adherence.
• Coordinate with other departments such as underwriting and billing as needed.

Skills

Excellent communication

Proficiency with computers

Microsoft Office proficiency

Customer service mindset

Education

High School Diploma or equivalent

Tools

Microsoft Office Suite

Job description

Description Join our team and help customers and agents resolve inquiries in a fast-paced, customer-focused environment! On the Small Commercial Service Plus (SCSP) team you’ll support independent agents and customers with small business insurance policies in an inbound call center environment. As a Service Insurance Assistant, you’ll handle incoming calls, respond to internal and external requests for account and policy information, take payments, prepare insurance documents, and assemble files for additional processing. You will be expected to follow detailed procedures and apply strong problem-solving, administrative skills, and insurance knowledge to complete both routine and non-routine tasks. This metrics-driven role includes expectations such as phone handle time, after-call work, schedule adherence, offline work volume and adherence, and service tracking.

Our hours are Monday–Friday, 8:00 a.m. to 8:00 p.m. local time.; employees should be flexible to work within this schedule and may be required to work some holidays.

Our training class begins onOctober5, 2026. Attendance is critical to your success, and as such, 100% attendance is required for the duration of training, where performance will be continually assessed. During training, individuals are also responsible for schedule adherence and actively participating in the training program. Training hours are between 10:00 a.m. - 7:00 p.m. EST / 7:00 a.m. - 4:00 p.m. PST, Monday through Friday.

The following states areexcludedfrom eligibility: AK, CA, CO, CT, DE, DC, HI, IL, MA, MI, MN, NJ, NV, NY, OR, RI, WA

Job Responsibilities:

• Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information forothersand respond independently to most questions and problems.
• Usesintermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, taking payments, correspondence, andprocessother insurance transactions to provide customer service and support. Performsotherdutiesasneeded.
• Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability.
• Adheres to a daily schedule to helpmaintainphone and offline service levels.
• Interactswith otherdepartmentsincluding underwriting and billing to help resolve customer requests.
• Must be able toacquireandmaintaincompanyanddepartment Work at home (W@H) requirements; Dedicated roomwith a desk, safe, quiet, professional working environment, and wired connected high-speed internetthrough a cable, fiber, or DSL service.About UsPay 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.

Qualifications

• HighSchool Diploma or equivalent
• Minimumof 1-2yearsof relevant customer service or administrative experience is preferred.
• Proficiencywith computers is mandatory.
• Excellent oral, written, and interpersonal communication skills, and thecapacityto multi-task in afast-pacedstructured teamwork environment isrequired.
• Intermediate level of skillrequiredto open, create, andmodifyvarious documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems.
• Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures.
• MustbeabletoacquireandmaintaincompanyanddepartmentWorkat home (W@H) requirements; Dedicated roomwith a desk, safe, quiet, professional working environment, and wired connected high-speed internetthrough a cable, fiber, or DSL service.

At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate a community where everyone can make a meaningful impact for our business, our customers, and the communities we serve.

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://www.libertymutualgroup.com/about-lm/careers/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
• LosAngelesIncorporated
• LosAngelesUnincorporated
• Philadelphia
• SanFrancisco