Liberty Mutual Insurance Is Hiring An Associate Gold Customer Service Representative Bilingual Spanish & English

💼 Join Our Customer Service Team at Liberty Mutual!

Discover a rewarding career with competitive pay, a supportive environment, and opportunities for growth as part of Liberty Mutual's dedicated customer service team.

📝 Pay Philosophy

The starting salary for this role depends on various factors such as skills, experience, education, certifications, and location. The full salary range reflects our commitment to offering competitive compensation aligned with the national market. Employees also have opportunities to progress and earn bonuses or commissions based on performance and the specific compensation plan for their role.

🌟 Our Mission & Values

Our Common Purpose guides our behavior at Liberty Mutual Insurance. It shapes how we interact with customers, agents, and colleagues, helping us deliver an exceptional experience that sets us apart. We uphold our Quality Standards by acting with integrity, delivering expertise, showing care and compassion, and making things easy for our customers.

🌎 Bilingual Role Requirements

This position requires fluency in both English and Spanish to serve diverse customer needs effectively.

• Excluded states: Alaska, California, Hawaii, Illinois, Maryland, New York, Washington D.C.
• Excluded unless licensed: Alabama, Georgia, Kentucky, Montana

🚀 About the Gold Service Program

The Gold Service program enhances Safeco’s leadership in the independent agency channel by providing expert support around the clock. Our team helps independent agents grow their business and care for customers 24/7, contributing to improved customer experiences and enabling agents to focus on strategic growth.

🎯 Upcoming Hiring Classes

• Unlicensed candidates: Starting June 2, 2025
• Licensed candidates: Starting June 16, 2025

Our team operates 24/7, so flexibility for weekends and holidays is essential for customer service roles.

🎓 Paid Training

Attendance is mandatory during the approximately 12-week training period, held Monday through Friday from 10:00 AM to 6:30 PM EST. Performance will be monitored continuously to support your success.

🧑‍💼 Responsibilities

• Customer interaction: Build rapport and resolve inbound calls efficiently, addressing inquiries about renewals, coverage, billing, eligibility, and policy changes.
• Expertise delivery: Analyze customer and agent needs to ensure satisfaction and promote retention.
• Consultation & Upselling: Educate customers and agents on insurance products, recommending suitable options to protect what matters most.
• Quality Standards: Achieve goals related to call quality, handling time, lead transfer ratio, adherence, and first-call resolution.
• Data Management: Maintain accurate records within various computer systems.

🎓 Qualifications

• Associate degree in a business-related field or equivalent experience
• Minimum 6 months of customer service experience preferred
• Ability to organize and review data from diverse sources
• Excellent communication and interpersonal skills
• Discretion in handling confidential information
• Proficiency with computers and Microsoft Office tools
• Knowledge of organizational policies and procedures
• Ability to pass state-specific insurance tests and obtain necessary licenses (training and testing provided)

Join our #peaceofmind team and help us deliver exceptional service to our customers and agents!

🌟 About Us

Liberty Mutual is committed to fostering a diverse, equitable, and inclusive environment where employees can thrive both professionally and personally. We support your growth through comprehensive benefits and continuous learning. Our purpose-driven organization believes that progress happens when people feel secure, offering protection for the unexpected with care and integrity.

We value your hard work, honesty, and dedication. To learn more about our benefits, visit: LMI.co/Benefits

🤝 Equal Opportunity Statement & Fair Chance Notices

Liberty Mutual is an equal opportunity employer. We do not discriminate based on race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information, or any other protected basis.

• Fair Chance Notices apply in:
  • California
  • Los Angeles (Incorporated & Unincorporated)
  • Philadelphia
  • San Francisco