Senior Customer Service Representative

Description

• Advance your Claims career at Liberty Mutual Insurance- A Fortune 100 Company!

• Are you looking for an opportunity to join a claims team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent claims opportunity available as a Senior Customer Service Representative.

• As a member of the Claims team, you will help people resolve problems and live safer more secure lives.

• Under limited supervision the ideal candidate performs a full range of customer service activities - such as obtaining first notice of loss information, responding to inquiries, resolving problems, and/or explaining processing procedures -- to deliver the best possible outcome while meeting or exceeding customer expectations.

• Mentors, provides guidance, and monitors the workflow of customer service representatives.

• Responsibilities: Obtains information from customers regarding claims and accidents on designated lines (commercial auto, workers compensation, liability, property, etc.) through telephone reports, fax and other sources.

• Provides direct guidance and assistance to customers regarding processing procedures and explains how their inquiries will be answered if additional information is requested.

• Investigates and monitors customer complaints, inquiries, and issues, resolving concerns when appropriate, identifying potential problems, alerting management, and recommending effective solutions or courses of action.

• Provides training and guidance to Customer Service Representatives.

• Assists Supervisor in managing workflow and meeting unit priorities.

• May perform or assists with maintaining department records, administering special projects, and reviewing work/production results for quality and quantity.

• Maintains logs, records and reports as required to ensure accurate information and reporting capabilities for customers.

• Updates information on automated system. -Performs additional duties and special projects as requested.

Qualifications

• Advanced knowledge of claims reporting procedures, commercial property/casualty coverage, and applications.

• Has GRS Intake and Report A Claim knowledge.

• Demonstrated ability to actively listen and exchange accurate information in a confident, empathetic and courteous manner.

• Demonstrated ability to build effective working relationships and deliver the best possible outcome while meeting or exceeding the customers expectations, typically over the phone.

• Attention to detail needed to gather and maintain important information. Other attributes include problem solving, adaptability, composure, courtesy and dependability.

• Knowledge, skills and other capabilities typically acquired through normally obtained through a high school diploma (or equivalent) and a minimum of 3 years of customer service or insurance experience preferred.