Associate Gold Customer Service Representative Bilingual Spanish & English

Position Overview

This bilingual role is designed for customer service representatives fluent in both English and Spanish. Serving customers across multiple states, you will work in a fast-paced call center environment supporting Liberty Mutual’s and Safeco’s Gold Service program, ensuring exceptional service, upselling insurance products, and helping to build lasting customer relationships. The Compensation is competitive, may include commission and/or bonus earnings, and will reflect your skills, experience, and qualifications.

Key Responsibilities

• Helps customers in their time of need by building rapport, responding to and resolving inbound calls, and addressing questions on renewals, coverage, eligibility, billing, and policy changes.
• Delivers expertise by identifying and analyzing customer and agent needs to boost satisfaction, retention, and business growth.
• Provides counsel, guidance, and suggestions through upselling and cross-selling of insurance products and services.
• Upholds customer care standards by meeting targets in call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability.
• Maintains and tracks accurate data in various computer systems.

Required Qualifications

• Associate degree in a business-related field or equivalent experience.
• Minimum of 6 months of related work experience; customer service experience preferred.
• Ability to review, record, and organize written data from various sources.
• Excellent oral, written, and interpersonal communication skills with the capacity to multitask.
• Ability to handle confidential and proprietary information with discretion.
• Proficiency with computers and fluency in Microsoft Office tools.
• Understanding of organizational policies, standards, and procedures to guide customer interactions.
• Ability to pass state-specific insurance tests and obtain necessary licenses as required.

Benefits & Perks

• Paid Training: Mandatory 12-week training (Monday-Friday, 10:00 AM-6:30 PM EST) to ensure your success.
• Access to comprehensive benefits and continuous learning opportunities – details available at https://LMI.co/Benefits.
• Opportunities for career progression within a purpose-driven organization.
• Inclusive workplace with Employee Resource Groups fostering connection and engagement.
• Flexible working hours, including weekends and holidays, to support our 24/7 operational model.