Lead Service Specialist - S. Austin, TX
Liberty Mutual - Austin, TX

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For the second consecutive year Liberty Mutual Insurance 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 Insurance high scores for representatives' courtesy, knowledge, concern, useful information, and overall service.

As a Liberty Mutual Insurance 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.


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 P&C license.

Key contact person for various special project (i.e. systems, focus groups, outbound calling initiatives etc) as necessary

3+ years experience with Liberty Mutual Insurance 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 P&C License

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


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

Accidental death & dismemberment insurance

Liberty Mutual - 2 years ago - save job - copy to clipboard
About this company
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At Liberty Mutual Insurance, doing the right thing is essential to all that we do. Our commitment to building and sustaining a talented and...