Licensed Customer Service Representative

Liberty Mutual Insurance; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player seeks a Remote Customer Service Representative to provide exceptional service to policyholders and agents. This role focuses on problem-solving and ensuring customer satisfaction within the Personal Lines division. You will engage with customers, manage inquiries, and utilize your insurance knowledge to retain policyholders. Join a company committed to fostering an inclusive environment and offering comprehensive benefits. If you are passionate about customer service and have an active insurance license, this opportunity is perfect for you.

Benefits

Comprehensive Benefits

Ongoing Learning Opportunities

Employee Resource Groups

Qualifications

• 2+ years of customer service experience required.
• Active P&C Producers insurance license is mandatory.

Responsibilities

• Provide exceptional customer service for personal lines policies.
• Use de-escalation tactics and escalate issues when necessary.
• Process policyholder transactions accurately.

Skills

Customer Service

Communication Skills

Problem Solving

Negotiation

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, and Chandler, AZ

Start Date for this position is July 14, 2025

Responsibilities

• Provide exceptional customer service by responding promptly to all inbound customer calls regarding personal lines policies.
• Build rapport with each customer.
• Listen to customers' requests and inquiries.
• Work to retain policyholders who inquire about canceling auto policies through open listening, negotiating, and policy review of customer issues.
• Use de-escalation tactics and escalate to appropriate team when necessary.
• Process policyholder transactions accurately within established time standards.
• Interpret policy contracts based on expert knowledge of personal auto products.
• Identify, understand, and interpret customer needs to implement resolutions and recommend coverage enhancements.
• Understand billing system aspects as they pertain to policy coverage.
• Identify and communicate transaction impacts on policy premiums.
• Evaluate and make decisions regarding exceptions to payment plans and fees.
• Manage and utilize time effectively to meet service levels and improve customer satisfaction.
• Utilize online reference materials to provide confident, accurate, and efficient service.
• Develop and maintain product, procedural, and technical systems knowledge.
• Complete licensing and continuing education requirements.
• Use technical systems effectively, including desktop and call center phone systems, with reliable internet connectivity.
• Perform 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

Liberty Mutual is committed to fostering an inclusive environment where employees from all backgrounds can build meaningful careers. We offer comprehensive benefits, ongoing learning opportunities, and support diversity through Employee Resource Groups. We believe progress happens when people feel secure, and we aim to provide protection for the unexpected with care and integrity.