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.
Description
CSO (Customer Service Operations) is an inbound call center that provides customer service for the involuntary Worker’s Compensation department. We provide support to our agents and customers regarding Underwriting, Audit, and Financial inquiries.
Our Insurance Assistants work in an inbound call center and perform various duties. These duties include – taking phone calls, responding to internal and external requests regarding account information, taking payments, providing policy information, etc. As an Insurance Assistant, you must be able to follow detailed procedures, use your problem-solving skills, and apply strong organizational/administrative skills and insurance knowledge to accomplish both routine and non-routine tasks and duties. The role is metrics-based and does include but is not limited to phone handle time, after-call work, schedule adherence, number of items worked for offline, and service tracking.
Our hours of operation are Monday through Friday, 8:00 am-8:00 pm EST. Our employees need to be flexible to work within the hours of operation, plus some holidays. Most of our employees will work no later than 7:00 pm local time.
Our call center class begins on Insert Date Attendance is critical to your success and is 100% mandatory for the duration of training. Your participation, performance, schedule adherence, and attendance will be continually assessed throughout training and the duration of your career.
The salary range for this position is $38,100 - $39,700 (update as needed) and depends on where you live in the country.
- The following states/districts are excluded from eligibility at this time: Alaska, California, Hawaii, Illinois, New York**.
Job Responsibilities
- Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others and respond independently to most questions and problems.
- Uses intermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, taking payments, correspondence, and process other insurance transactions to provide customer service and support. Performs other duties as needed.
- 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 help maintain phone and offline service levels.
- Interacts with other departments including underwriting and billing to help resolve customer requests.
Qualifications
- Qualifications:
- Highschool Diploma or equivalent
- Minimum of 1-2 years of relevant customer service or administrative experience is preferred.
- Proficiency with computers is mandatory.
- Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured teamwork environment is required.
- Intermediate level of skill required to open, create, and modify various 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.
- Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with a desk, safe, quiet, professional working environment, and wired connected high-speed internet with a minimum of 5 dedicated mbps (20 mbps or more is recommended through a cable, fiber, or DSL service
About Us
**This position may have in-office requirements depending on candidate location.**
At Liberty Mutual, our purpose is to help people embrace today and confidently pursue tomorrow. That's why we provide an environment focused on openness, inclusion, trust and respect. Here, you'll discover our expansive range of roles, and a workplace where we aim to help turn your passion into a rewarding profession.
Liberty Mutual has proudly been recognized as a "Great Place to Work" by Great Place to Work® US for the past several years. We were also selected as one of the "100 Best Places to Work in IT" on IDG's Insider Pro and Computerworld's 2020 list. For many years running, we have been named by Forbes as one of America's Best Employers for Women and one of America's Best Employers for New Graduates as well as one of America's Best Employers for Diversity. To learn more about our commitment to diversity and inclusion please visit: https://jobs.libertymutualgroup.com/diversity-inclusion
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://LMI.co/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
- San Francisco
- Los Angeles
- Philadelphia
