Lead Service Specialist
About Liberty Mutual Group
“Helping people live safer, more secure lives” since 1912, Boston-based Liberty Mutual Group is a diversified global insurer and third largest property and casualty insurer in the U.S. based on A.M. Best Company’s report of 2010 net written premium.
The Group also ranks 82nd on the Fortune 100 list of largest corporations in the U.S.
based on 2010 revenue. As of December 31, 2010, Liberty Mutual Group had $112.4 billion in consolidated assets, $95.4 billion in consolidated liabilities, and $33.2 billion in annual consolidated revenue.
Liberty Mutual Group offers a wide range of insurance products and services, including personal automobile, homeowners, workers compensation, property, commercial automobile, general liability, global specialty, group disability, reinsurance and surety.
Liberty Mutual Group (www.libertymutualgroup.com) employs over 45,000 people in more than 900 offices throughout the world.
For the second consecutive year Liberty Mutual was certified by J.D. Power and Associates for "An Outstanding Customer Service Experience". During the J.D. Power and Associates survey customers gave Liberty Mutual high scores for representatives' courtesy, knowledge, concern, useful information, and overall service.
As a Liberty Mutual Lead Service Specialist, you will work closely with the Branch Manager to provide guidance and motivation to ensure Sales and Service Representatives are fulfilling customers' needs. You will also provide timely and accurate guidance and service to policy holders for a variety of Personal Lines products, plans and programs. In addition, you will be required to exercise initiative and independent judgment to solve problems of branch-wide scope and complexity while using your experience to plan and accomplish goals. You must be familiar with a variety of the field's concepts, practices, and procedures to assume responsibility for decisions, tasks and actions, which could have a significant impact on other activities. You will identify and respond to customer needs to ensure high customer satisfaction, growth, and retention of business. Position may be located in either our Grayslake, Algonquin or Itasca office.
Responsibilities
- Assists the Branch Manager in providing coaching and technical/procedural knowledge to branch Sales and Service Representatives. Promotes and maintains team culture within the branch. Coordinates and supports department sponsored New Business and/or Retention Programs, contests and special projects. Coordinates the distribution of work tasks to support representatives. Monitors and analyzes incoming call volumes and adjusts workflows, schedules and staffing accordingly. Oversees completion of walk-in logs, and review of binder control exception reports.
- Approves quote and new business requests as needed. Gathers critical risk information from prospect, policyholder or sales/service team member and evaluates risks utilizing underwriting rules and guidelines in order to bind coverage. Negotiates with underwriting for risks beyond binding authority.
- Evaluates and approves/denies billing exceptions as appropriate. Maintains thorough understanding of all aspects of billing systems. Identifies and communicates policy transactions. Makes alternate payment arrangements with customers and interacts with billing system to reflect arrangements. Places policy in follow-up status to ensure adherence to arrangements and customer satisfaction.
- Coverage Inquiries - Using advanced understanding of all lines of Personal Markets products, interprets and communicates complex contracts to customers. Identifies, understands and interprets customer needs to implement resolutions and make recommendations for coverage enhancements or additional lines. Exercises initiative and independent judgment while researching and solving complex customer complaints and issues. Acts as point-of-reference for technical/procedural information for Sales and Service personnel. Acts as a liaison between company departments to resolve customer inquiries and complaints. Handles escalated calls/complaints, as needed.
- Provides quality customer service by responding promptly to all customer calls, walk-in inquiries, and written correspondence. Processes policyholder transactions. Initiates policy reviews when appropriate.
- Plays an integral role in supporting branch growth through identifying cross-sell opportunities, analyzing open leads, and providing quotations for new business requests. Advises prospects and policyholders on coverages, coverage limits and regulations. Develops quotes and submits applications based on acquired risk information and customer requirements. Secures expiration dates for additional lines of insurance. Quotes, writes and binds all Property Casualty lines of insurance. May participate in affinity or community marketing events as necessary.
- Continual focus on self-development. Is proficient in accessing online reference material. Develops and maintains product, procedural and technical systems knowledge. Responsible for satisfying ongoing continuing education requirements in order to maintain necessary PC license.
- Key contact person for various special project (i.e. systems, focus groups, outbound calling initiatives etc) as necessary
- 3+ years experience with LM or 5 years related work experience
- Associates Degree
- Proven track record of providing leadership, acting as a role model, and demonstrating initiative within the Branch
- Strong technical capability in the areas of product knowledge, report analysis and identification of trends
- Ability to understand sales and service metrics and reporting - identify trends and staffing implications, etc.
- Ability to identify and analyze customer needs to ensure high customer satisfaction, growth and retention of business
- Exercises initiative and independent judgment to solve problems branch-wide with significant scope and complexity involved
- Current PC License
Benefits:
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:
- 401K and Company paid pension plan
- Medical coverage
- Dental coverage
- Paid time-off
- Pay-for-Performance
- Discounts on automobile and homeowner's insurance
- Discount fitness memberships
- Flexible spending accounts
- Tuition reimbursement
- Vision care coverage
- Work/Life resources
- Credit Union membership
- Employee and Dependent life insurance
- Disability insurance
- Long-term care insurance
Overview:
We believe strongly that commercial success can be achieved in a manner consistent with principles and ideals that bind us together as one company, that set us apart from our competitors, and that in the end will allow us to say we have succeeded commercially by doing the right thing the right way
We believe that the Company's success is inextricably linked to our employees' satisfaction and success: satisfaction that they work for an industry leader committed to improving safety, satisfaction that they work for a company that does the right thing, and satisfaction that the company will reward them for their contributions and provide opportunities for personal growth and success.
We believe our employees take pride in knowing that they help people live safer more secure lives everyday.
