Customer Service Representative, Premium Audit

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.

Premium Audit Services is an inbound call center that performs various duties. These duties include but are not limited to taking calls and serving as the primary contact for support and service of commercial audits. The CSR will Address questions and concerns from policyholders, agents, and business partners in an accurate and timely manner. Collect, send, and route forms and documentation necessary to assist customer requests. Provide support across a highly diverse, cross-functional product set, technology platforms and applications. As a customer service representative, you must be able to follow detailed procedures, apply problem solving skills, and complete both routine and non-routine tasks and duties. The role is metric based and does include but is not limited to talk time behaviors, after-call work, schedule adherence, Offline work behaviors, and service tracking.

Job Responsibilities

• Acts as first point of contact for routine customer requests and queries related to audits requiring extensive phone and email interaction with policyholders, agents and third parties.
• Establishes and maintains a professional relationship with both external and internal customers while developing an understanding of service needs.
• Coordinates request activities with various departments to ensure efficient and quality service including but not limited to Underwriting, Billing, Premium Audit, Claims.
• Completes basic research around customer queries and requests. If unable to resolve request, identifies and engages appropriate department, individual, or escalation path.
• Provides clear, detailed explanation to customers surrounding audit results
• Routes requests and submissions using appropriate systems for assignment and resolution. Accurate and timely documentation of required transactions and customer interactions. Identify gaps in workflow and make recommendations around improving processes.
• Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability.
• Cross Trained amongst other departments as business needs dictate

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 and will not start prior to 8:00 am local time. 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.

We cannot consider candidates in AK, CA, HI, IL, NY, NV, or WA at this time.

• Minimum of 1-2 years of relevant customer service or administrative experience is preferred.
• Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast pace structured teamwork environment is required. Ability to communicate with individuals at all levels within and outside the organization.
• 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 through a cable, fiber, or DSL service to name a few.

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 proud to support a diverse, equitable and inclusive workplace, where all employees feel a sense of community, belonging and can do their best work. Our seven Employee Resource Groups (ERGs) offer a centralized, open space to bring employees and allies together to connect, learn and engage.

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.

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