Licensed Customer Service Representative - Gold Team

Description

Are you a licensed insurance professional looking to further your career with Liberty Mutual?

We are currently hiring exclusively for our Gold Customer Service licensed class starting October 5, 2026.Candidates must hold a valid Property & Casualty License or a Personal Lines License to qualify for this role.

We invite you to join a team that truly puts people first, valuing your growth, development, and well-being every step of the way. Guided by our Common Purpose, we deliver exceptional customer experiences through integrity, expertise, care, and simplicity. As a member of the Gold Service program, you’ll play a key role in supporting Liberty Mutual’s leadership in the independent agency channel by providing expert, around-the-clock assistance to agents and their customers. Your contributions will not only enhance customer satisfaction but also empower agents to grow their businesses, creating a meaningful impact every day. Join a company that prioritizes your personal and professional growth and recognizes the value you bring to the team.

Our customer service team provides 24/7 support, requiring flexibility to work various shifts including weekends and holidays. We offer paid, mandatory training lasting approximately 12 weeks, held Monday through Friday from 10:00 AM to 6:30 PM EST, where attendance and performance are closely monitored to ensure your success.

The following states and territories are excluded from eligibility: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington, D.C.

Responsibilities:

• Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes.
• Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention.
• Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services.
• Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
• Accurately maintains and tracks data across various computer systems.

Qualifications

• Property & Casualty License or a Personal Lines License.

• Associate degree in a business-related field preferred 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 multitask 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.

Our Gold team is vital in providing #peaceofmind to our customers and agents, and we’re excited to have you join us in working together to achieve our shared goals.

Employees may apply for a new role after completing 12 months of employment in their current position.