Licensed Customer Service Representative

Liberty Mutual Insurance; Columbus (OH); Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Remote Customer Service Representative to join their dynamic Customer Response Center. This role involves providing exceptional service to policyholders and agents, solving problems related to personal lines insurance, and ensuring customer satisfaction. With a focus on growth and retention, you will utilize your communication and problem-solving skills to build rapport with customers and address their inquiries effectively. This fully remote position offers a chance to thrive in a supportive environment dedicated to employee success and well-being.

Qualifications

• 2+ years of experience using an active P&C Producers insurance license.
• 3-5 years of related customer service experience.

Responsibilities

• Responds promptly to inbound customer calls regarding personal lines policies.
• Identifies and understands customer needs to implement resolutions.

Skills

Customer Service

Communication Skills

Problem Solving

Negotiation Skills

Education

Associates Degree

Job description

Description

Within our Customer Response Center, the Remote Customer Service Representative provides timely, accurate, and responsive information and service to policyholders and agents for a division of Personal Lines products, plans, and programs. Independently solve problems relating to policies within scope and escalate others as appropriate. Identify, analyze, and own customer policy needs to ensure high customer satisfaction, growth, and retention of business.

Active P&C Producers insurance license REQUIRED in addition to at least 2 years actively using the license.

This position is fully remote

Preferred remote locations for this position are: Columbus, OH; Albany, NY; Marlton, NJ; Lake Mary, FL; Indianapolis, IN; Chandler, AZ

Start Date for this position is July 14, 2025

Responsibilities

• Provides exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies.
• Builds rapport with each customer.
• Listens to customers' requests and inquiries.
• Works to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
• Uses de-escalation tactics and, when necessary, escalates to appropriate team.
• Processes policyholder transactions accurately and within established time standards.
• Interprets policy contracts based on expert knowledge of personal lines auto products.
• Identifies, understands, and interprets customer needs to implement resolutions and makes recommendations for coverage enhancements.
• Understands aspects of billing systems as they pertain to policy coverage.
• Identifies and communicates transactions and their impact on policy premium.
• Evaluates and makes decisions regarding exceptions to payment plans and fees.
• Manages and utilizes time effectively to meet service levels for improved customer satisfaction.
• Proficiently utilizes online reference materials relating to auto policies for confident, accurate, and efficient service.
• Develops and maintains product, procedural, and technical systems knowledge.
• Completes licensing and continuing education requirements.
• Utilizes technical systems, including desktop and call center phone systems, with required internet connectivity.
• Performs additional duties as assigned.

Qualifications

• Associates degree and 1+ year insurance experience preferred.
• 3-5 years related customer service experience required.
• Ability to review, record, and organize written data from various sources.
• Excellent communication and interpersonal skills required.
• P&C Producers insurance license required.

About Us

As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. We offer strong relationships, comprehensive benefits, and continuous learning opportunities to support your professional and personal success.

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 support a diverse, equitable, and inclusive workplace through our Employee Resource Groups (ERGs), which foster connection, learning, and engagement among employees and allies.

We value your hard work, integrity, and commitment to improvement, and support your well-being through various benefits. Learn more at: https://LMI.co/Benefits

Liberty Mutual is an equal opportunity employer and does not tolerate discrimination based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or any other protected basis.