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.