Job Description
Job Category
Customer Service
Subcategory
Service - CSR/Call Center
Typical Starting Salary
$46,300 - $56,800
Minimum Salary
$41,000.00
Maximum Salary
$62,000.00
Schedule
Full-Time
Flexible Time Off Annual Accrual - days
15
Application Deadline
September 10, 2025
Description
Are you a Property and Casualty licensed customer service driven insurance professional looking to grow with a Fortune 100 Company?
In Small Commercial Service Plus (SCSP), we provide support to our independent agents and customers regarding their small business insurance policies.
Our Customer Service Representatives are responsible for providing detailed information on policy inquiries and comprehensive coverage counseling by explaining, reviewing, and recommending appropriate policy coverage to insureds or agents. Our representatives answer questions about billing, process policy changes and mid-term quotes, identify gaps, round accounts, and handle certificates of insurance and premium breakdowns. This role includes discussing class codes, reviewing policy renewals, declines/non-renewals (DNR), and obtaining or processing underwriting information as requested, ensuring all additional information is accurately reported.
This position involves answering phones, processing emails, and assisting customers using strong problem-solving skills. Candidates must follow detailed procedures and apply strong organizational, administrative, and insurance knowledge to accomplish both routine and non-routine tasks and duties. As a contact center-based role, the position includes KPIs and metric goals such as phone handle time, after-call work time, schedule adherence, offline handle time, lead generation, quality, and offline adherence.
Our hours of operation are from Monday through Friday, 8:00 am-8:00 pm EST. Our customer service representatives need to be flexible to work within these hours.
Our call center class begins on Monday, October 6, 2025. Attendance is critical to your success, and as such, 100% attendance is required for the duration of training, where performance will be continually assessed. Training hours are between 10:00am – 7 pm EST / 7:00am- 4 pm PST, Monday through Friday. This includes formal virtual classroom instruction, assessments, and on job training. During training, individuals are also responsible for schedule adherence and are expected to actively participate in the training program.
**The following states/districts are excluded from eligibility at this time: Alaska, California, Colorado, Connecticut, Delaware, District of Columbia, Hawaii, Illinois, Massachusetts, Michigan, Minnesota, New Jersey, Nevada, New York, Oregon, Rhode Island, Washington**.
Job Responsibilities:
- Advocates for customers in their time of need by building rapport, responding to, and resolving inbound phone calls and emails in a fast-paced call center environment. This is done by identifying and providing customer centric solutions to their questions regarding renewals, coverage, billing, mid-term quotes and policy changes.
- Provides counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most. This is done by coverage counseling skills to close gaps and round accounts by educating customers and agents on new and existing insurance products & services.
- Identifies and analyzes the needs of both customers and agents to consistently achieve exceptional customer satisfaction, with a strong focus on maximizing first call resolutions.
- Interacts with other departments, including underwriting, billing, and processing, to help resolve customer requests.
Qualifications
- High School Diploma or equivalent.
- Active, full property and casualty license is mandatory
- Minimum of 1-2 years of relevant customer service or administrative experience preferred.
- Prior Call Center/Insurance experience preferred but not mandatory.
- Proficiency with computers is mandatory.
- Excellent oral, written, and interpersonal communication skills, with the capacity to navigate multiple systems/sites in a fast-paced 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 wire connected high-speed internet with a minimum of 5 dedicated mbps (20 mbps or more is recommended through a cable, fiber, or DSL service).
- Must be able to maintain a valid resident license and acquire nonresident P&C licenses in all 50 states.
- Must comply with the continuing education requirements set by the resident state for the insurance license annually.
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.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, 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 are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
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
- Los Angeles Incorporated
- Los Angeles Unincorporated
- Philadelphia
- San Francisco
