Description
Comparion Customer Support Specialist- Highly motivated, resourceful and self-directed providing timely and accurate guidance and service to policy holders for a variety of products, carriers, plans and programs. Displays the ability to identify problems, manage diverse customer interactions and resolve complex issues independently. Assumes responsibility for decisions, tasks and actions which could have a significant impact on other activities. Efficiently identifies and responds to customer needs to ensure high customer satisfaction, retention of business, and profitable growth.
Paid Training: Mandatory attendance is critical to your success and as such is required for the duration of training and performance will be continually assessed throughout. The paid training is Monday - Friday between the hours of 8:00 am - 6:00 pm EST (40 hours per week).
Comparion Customer Support hours of operation are from8:00am - 8:00pm ET, Monday through Friday.
- The CRC Workforce Management Team will create weekly schedules that are accessed online. The weekly schedule includes the 9-hour workday and scheduled break times.
- The CRC Workforce Management Team will also monitor schedule and phone adherence.
Responsibilities:
- Develops and maintains product, procedural and technical systems knowledge.
- Provides exceptional customer service by responding promptly to all inbound calls or written inquiries regarding policies.
- Builds strong rapport with each customer, actively listens and responds to requests.
- Able to communicate effectively via different methods and manage difficult customer interactions.
- Advanced understanding of all lines of Insurance products with the ability to interpret and communicate complex contracts to customers.
- Proactively exercises initiative and independent judgment while researching and solving complex customer complaints and issues.
- Ability to identify and analyze diverse customer needs to ensure high customer satisfaction.
- Support retention through educating customers on existing products, available services, resources, and gathering critical risk information to appropriately re-evaulate existing business.
- Supports growth through identifying new revenue opportunities from additional lines of coverage, analyzing open leads and providing quotes for and binding new business requests.
- Quoting and binding new business includes gathering critical and accurate risk information, utilizing carrier specific underwriting rules and guidance to bind coverage and advising prospects and policyholders on coverages, coverage limits and regulations.
- Exceptional understanding of Personal Insurance Departments and operations.
- Works with regional and national partners and other departments to resolve complex service issues as needed.
- Support sales initiatives and sales personnel as appropriate.
- Assists sales with building strong customer relationships and makes recommendations for improvements.
- Manages and utilizes time effectively to ensure department meets required service levels for improved customer satisfaction results.
- Proficiently utilizes on-line reference materials to provide confident, accurate, and efficient service.
- Responsible for satisfying ongoing continuing education (C.E.) requirements in order to maintain necessary PC and small Commercial license.
- Perform additional duties as assigned.
- Appropriate state and province licenses required, Property and Casualty License
- 3-5 years of customer service or sales experience within the insurance industry.
- Bachelor`s degree or equivalent preferred.
- Working knowledge of insurance products, plans and programs in a customer service or sales environment is desired.
- Ability to review, record and organize written data from a variety of sources with no prescribed format is essential.
- Excellent communication, interpersonal and influencing skills are required.
Pay Philosophy: The typical starting salary range for this role is determined by a number of factors including skills, experience, education, certifications, and location. The full salary range for this role reflects the competitive labor market value for all employees in these positions across the national market and provides an opportunity to progress as employees grow and develop within the role. Some roles at Liberty Mutual have a corresponding compensation plan which may include commission and/or bonus earnings at rates that vary based on multiple factors set forth in the compensation plan for the role.
As a purpose-driven organization, Liberty Mutual is committed to fostering an environment where employees from all backgrounds can build long and meaningful careers. Through strong relationships, comprehensive benefits, and continuous learning opportunities, we seek to create an environment where employees can succeed, both professionally and personally.
At Liberty Mutual, we believe progress happens when people feel secure. By providing protection for the unexpected and delivering it with care, we help people embrace today and confidently pursue tomorrow.
We are dedicated to fostering an inclusive environment where employees from all backgrounds can build long and meaningful careers. By actively seeking employee feedback and amplifying the voices of our seven Employee Resource Groups (ERGs), which are open to all, we create an environment where every individual can make a meaningful impact so we continue to meet the evolving needs of our customers.
We value your hard work, integrity and commitment to make things better, and we put people first by offering you benefits that support your life and well-being. To learn more about our benefit offerings please visit: https://LMI.co/Benefits
Liberty Mutual is an equal opportunity employer. We will not tolerate discrimination on the basis of race, color, national origin, sex, sexual orientation, gender identity, religion, age, disability, veteran's status, pregnancy, genetic information or on any basis prohibited by federal, state or local law.
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