Associate Customer Service Representative, CI

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. Please note this policy is subject to change. The anticipated start date for this role is September, 8, 2026.

Responsibilities:

Deliver an exceptional customer service experience.

Obtains 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).

Provides direct guidance and assistance to customers regarding first report of loss or first report of injury.

Provides guidance such as Provider Referral Services (PRS).

Assists with customer inquiries and/or problems, alerts people leaders to potential escalations.

Refers callers to appropriate contacts.

Transmits 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.

Prepares reports for management from customer information.

Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers.

Updates information on automated system.

Performs 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.

Demonstrating accountability for managing time effectively and ensuring consistent attendance and preparedness during scheduled work hours.

Achieving established efficiency goals to support business results.

Maintaining strong schedule adherence to ensure customer accessibility.

Following Triton standards and demonstrating professional work habits.

Maintaining dependable attendance and adhering to the Time Away from Work Policy.

Managing time effectively by being present, prepared, and available during scheduled work hours.

Adopt and utilize GPT and generative AI tools to enhance efficiency, support quality outcomes, and contribute to a culture of innovation and continuous improvement.

Describe the minimum level of preparation, training, and experience, as well as any special skills, which are required to competently perform the duties of this job.

Interpersonal and listening skills to build solid relationships inside and outside the organization.

Communication skills to perform active listening and exchange accurate information in a responsive, respectful manner.

Ability to exercise influence and create good outcomes.

Adaptability to be open-minded and flexible when faced with changes at work.

Ability to understand, remember and explain claims reporting procedures; and working knowledge of systems and personal computers.

High school diploma (or equivalent) and a minimum of 1-2 years of customer service or insurance experience preferred.

About Us

Pay 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.

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

Fair Chance Notices

California

Los Angeles Incorporated

Los Angeles Unincorporated

Philadelphia

San Francisco