Underwriting Support Specialist

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
Serves as a primary contact for Small Commercial business inquiries through phone and chat communication channels to provide timely and high-quality customer service to agents, brokers, and underwriters. Under limited supervision uses advanced knowledge and skills to handle complex account work, solve problems, and provide technical support, training, and leadership to others. Seeks to grow as a continuous improvement practitioner by consistently reflecting, seeking out waste and eliminating it while simultaneously improving the customer`s experience. The ability to utilize independent decision-making skills, within the context of company guidelines and procedures, is required.

• Apply knowledge of small commercial segments, systems, and independent decision-making skills to provide first contact resolution for incoming telephone customer inquiries, resolving related issues, and improving the customer experience.
• Support underwriting and distribution efforts by explaining new or revised products and processes to agents and brokers.
• Utilize phone interactions to engage key agencies and provide insights.
• Provide follow up resolution to customers via outgoing calls.
• Identifies and participates in problem solving activities to define problems, identify root causes, test solutions, and sustain and continuously improve to permanently eliminate problems.
• Collaborates with team members by engaging in and/or leading team huddles, discussing suggestions to meet customer needs and supporting the work of the team.
• Act as a resource to others to overcome workload obstacles and meet timelines.
• Able to represent the department and participate in customer meetings and service presentations as needed.
• Adhere to phone schedule requirements, managing small commercial account questions at an average to above average workload volume with minimal errors and complaints, while meeting UW Support Service Level Agreements.
• May be asked to complete secondary processing tasks as needed based on workload volumes and small commercial division needs.

• Minimum Experience/Education
  • Associate's degree or equivalent work experience.
  • A minimum of 2 years of previous call center, customer service, or insurance work experience required.
  • Knowledge of commercial lines underwriting guidelines to address tasks within authority limits
• Excellent verbal and written communication and interpersonal skills to respond to customer calls with empathetic, energetic, clear, and concise interaction.
• Demonstrate active listening skills in order to quickly and accurately discern what is being communicated to them from the customer. They must then promptly identify possible solutions using analytical and problem-solving skills based on the inquiries routed to them while being observant of current department Service Level Agreements.
• Ability to handle common objections and educate customers in a consultative manner.
• Ability to focus on service and build relationships with agencies and other departments; must exemplify teamwork.
• Must possess accurate knowledge of basic internet functions, as well as Microsoft Office applications. The ability to learn and function on additional platforms is required.

• California
• Los Angeles Incorporated
• Los Angeles Unincorporated
• Philadelphia
• San Francisco