Bilingual Licensed Customer Service Representative - Remote

Description

Are you a licensed, bilingual in English and Spanish, insurance professional looking to join a Fortune 100 Company?  

 

We are currently hiring exclusively for our Gold Customer Service licensed class starting October 5, 2026. Candidates must hold a valid Property & Casualty License or a Personal Lines License to qualify for this role. 

 

We invite you to join a team that truly puts people first, valuing your growth, development, and well-being every step of the way. Guided by our Common Purpose, we deliver exceptional customer experiences through integrity, expertise, care, and simplicity. As a member of the Gold Service program, you’ll play a key role in supporting Liberty Mutual’s leadership in the independent agency channel by providing expert, around-the-clock assistance to agents and their customers. Your contributions will not only enhance customer satisfaction but also empower agents to grow their businesses, creating a meaningful impact every day. Join a company that prioritizes your personal and professional growth and recognizes the value you bring to the team.  

 

Our customer service team provides 24/7 support, requiring flexibility to work various shifts including weekends and holidays. We offer paid, mandatory training lasting approximately 12 weeks, held Monday through Friday from 10:00 AM to 6:30 PM EST, where attendance and performance are closely monitored to ensure your success.  

 

The following states and territories are excluded from eligibility: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington, D.C.  

 

Responsibilities:  

• Assists customers in their time of need by building rapport and efficiently handling inbound calls in a fast-paced call center environment, addressing questions related to renewals, coverage, eligibility, billing, and policy changes. 
• Delivers expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention. 
• Provides guidance and recommendations to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate on insurance products and services. 
• Upholds customer care standards by meeting individual goals for call quality, handling time, lead transfer ratio, adherence, first-call resolution, and reliability. 
• Accurately maintains and tracks data across various computer systems.  

Qualifications

• Bilingual in English and Spanish.
• Property & Casualty License or a Personal Lines License. 
• Associate degree in a business-related field preferred or equivalent experience required. 
• A minimum of 6 months' related work experience is required with customer service experience preferred. 
• Must have the ability to review, record, and organize written data from a variety of sources with no pre-established format. 
• Must have excellent oral, written, and interpersonal communication skills and the capacity to multitask in a structured work environment. 
• Must have the ability to handle confidential and proprietary information. 
• Proficiency with computers is mandatory. 
• Knowledge and ability to use Microsoft Office tools is necessary. 
• Must have a clear understanding of the organization`s policies, standards, and procedures to guide customer interactions. 

Our Gold team is vital in providing #peaceofmind to our customers and agents, and we’re excited to have you join us in working together to achieve our shared goals. 

About Us

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.At Liberty Mutual, our goal is to create a workplace where everyone feels valued, supported, and can thrive. We build an environment that welcomes a wide range of perspectives and experiences, with inclusion embedded in every aspect of our culture and reflected in everyday interactions. This comes to life through comprehensive benefits, workplace flexibility, professional development opportunities, and a host of opportunities provided through our Employee Resource Groups. Each employee plays a role in creating our inclusive culture, which supports every individual to do their best work. Together, we cultivate