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
Our Common Purpose is the guiding principle that exemplifies the way we behave at Liberty Mutual Insurance. It supports us and keeps us on track as we strive to achieve our business goals. It defines how we interact with our customers, agents, and each other to deliver the kind of exceptional customer experience that differentiates us from our competitors. We achieve our Common Purpose by demonstrating our Quality Standards of behaving with integrity, delivering expertise, showing care and compassion, and making things easy.

• Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. This is done by identifying and providing services and solutions to their questions regarding renewals, coverage, eligibility, billing, and policy changes.
• Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth, and retention of business.
• Provides counsel, guidance, and suggestions to our customers to adequately cover and protect what they value most. This is done by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products and services.
• Upholds our customer care standards by achieving individual goals on call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
• Maintains and tracks accurate data in various computer systems.

• Associate degree in a business-related field or equivalent experience required.
• A minimum of 6 months related work experience is required with customer service experience preferred.
• Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format.
• Must have excellent oral, written, and interpersonal communication skills and the capacity to multi-task in a structured work environment.
• Must have the ability to handle confidential and proprietary information.
• Proficiency with computers is mandatory.
• Knowledge and ability to use Microsoft Office tools is necessary.
• Must have a clear understanding of the organization`s policies, standards, and procedures to guide customer interactions.
• Must be able to pass state-specific insurance tests specific to this role, and be able to obtain necessary licenses in all applicable states. The training and testing are provided by the company if hired.
• Our Gold team plays an essential role in delivering #peaceofmind to our customers and agents, and we look forward to having you join us to help achieve our goals together.

• California
• San Francisco
• Los Angeles
• Philadelphia