Underwriting Support Specialist - Phone

Description

This position is the primary contact for external and internal Liberty Mutual Small Commercial customers for initial inquiries and problems through a multitude of communication channels, such as phone and chat. The ability to utilize independent decision-making skills, within the context of company guidelines and procedures, is required.

Key Responsibilities

• Apply knowledge of small commercial segments, systems, and independent decision-making skills to provide first contact resolution for incoming telephone customer inquiries, resolving related issues, and improving the customer experience.
• Support underwriting and distribution efforts by explaining new or revised products and processes to agents and brokers.
• Utilize phone interactions to engage key agencies and provide insights.
• Provide follow up resolution to customers via outgoing calls.
• Adheres to phone schedule requirements, managing small commercial account questions at an average to above average workload volume with minimal errors and complaints, while meeting UW Support Service Level Agreements.
• May be asked to complete secondary processing tasks as needed based on workload volumes and small commercial division needs.

Ideal Candidates

• Minimum Experience/Education

• Associate’s degree or equivalent work experience.
• A minimum of 2 years of previous call center, customer service, or insurance work experience required.

• Communication and Collaboration Skills

• Oral: Must have solid verbal and interpersonal skills, which should be demonstrated in accurate and professional responses to inquiries received. The associate must utilize active listening skills in order to comprehend and respond in a clear, concise, empathetic, and friendly manner.
• Written: Must have accurate and professional written communication skills. These skills should be demonstrated in clear, concise, and grammatically correct correspondence to internal and external customers.
• Technical Knowledge: Must possess accurate knowledge of basic internet functions, as well as Microsoft Office applications. The ability to learn and function on additional platforms is required.
• Problem Solving: Must be able to quickly and accurately discern what is being communicated to them from the customer. They must then promptly identify possible solutions using analytical and problem-solving skills based on the inquiries routed to them while being observant of current department Service Level Agreements.

Identifies and participates in problem solving activities to define problems, identify root causes, test solutions, and sustain and continuously improve to permanently eliminate problems. Collaborates with team members by engaging in and/or leading daily huddles, discussing suggestions to meet customer needs and supporting the work of the team. Acts as a resource to others to overcome workload obstacles and meet timelines. Able to represent the department and participate in customer meetings and service presentations as needed.

Qualifications

• Competencies typically acquired through a High school diploma or GED and three or more years of related work experience.
• Knowledge of commercial lines underwriting guidelines to perform transactions within authority limit such as renewals, endorsements and cancellations.
• Attention to detail and strong time management skills. Ability to plan work independently.
• Strong verbal and written communication skills and ability to provide and accept feedback.
• Intermediate computer and software skills (e.g., MS Excel/Word).
• Ability to focus on service and build relationships with agencies and other departments; must exemplify teamwork.
• Ability to interpret and execute more complicated underwriting instructions and to analyze and solve problems.

Employees may apply for a new role after completing 12 months of employment in their current position.