Associate Gold Customer Service Representative Bilingual Spanish & English

Position Overview

At Liberty Mutual, our Common Purpose drives us to deliver exceptional service with integrity, expertise, care, and simplicity.Compensationfor this role is competitive and determined by factors including skills, experience, education, certifications, and location. This bilingual role requires fluency in both English and Spanish to effectively serve our diverse customer base. Please note that eligibility varies by state: some states are excluded unless you hold a current and valid personal lines insurance license. Additionally, we are hiring for classes beginning June 2, 2025 (for unlicensed candidates) and June 16, 2025 (for licensed candidates).Paid Trainingis provided for approximately 12 weeks (Monday–Friday, 10:00 AM–6:30 PM EST) with mandatory attendance.

Key Responsibilities

• Help customers in their time of need by building rapport and resolving inbound phone calls regarding renewals, coverage, eligibility, billing, and policy changes in a fast-paced call center environment.
• Deliver expertise by identifying and analyzing customer and agent needs to drive customer satisfaction, growth, and retention.
• Provide counsel, guidance, and suggestions to customers using upselling and cross-selling techniques to educate them on new and existing insurance products and services.
• Uphold customer care standards by meeting individual goals related to call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
• Maintain and track accurate data in various computer systems.

Required Qualifications

• Associate degree in a business-related field or equivalent experience.
• A minimum of 6 months of related work experience; customer service experience is preferred.
• Ability to review, record, and organize written data from various sources without a pre-established format.
• Excellent oral, written, and interpersonal communication skills with the capacity to multitask in a structured environment.
• Ability to handle confidential and proprietary information.
• Proficiency with computers and working knowledge of Microsoft Office tools.
• Clear understanding of organizational policies, standards, and procedures to guide customer interactions.
• Must be able to pass state-specific insurance tests and obtain necessary licenses in applicable states (training and testing provided if hired).

Benefits & Perks

• Paid Training:Approximately 12 weeks of comprehensive training to ensure your success.
• Comprehensive Benefits:Enjoy benefits designed to support your life and well-being. For more details, please visitthis link.
• Collaborative and inclusive work environment with opportunities for continuous learning and career growth.
• Support from our seven Employee Resource Groups (ERGs) to foster community and professional development.