Customer Service Insurance Assistant, Commercial

Description Join our team and help customers and agents resolve inquiries in a fast-paced, customer-focused environment!

On the Small Commercial Service Plus (SCSP) team you’ll support independent agents and customers with small business insurance policies in an inbound call center environment. As a Service Insurance Assistant, you’ll handle incoming calls, respond to internal and external requests for account and policy information, take payments, prepare insurance documents, and assemble files for additional processing. You will be expected to follow detailed procedures and apply strong problem-solving, administrative skills, and insurance knowledge to complete both routine and non-routine tasks. This metrics-driven role includes expectations such as phone handle time, after-call work, schedule adherence, offline work volume and adherence, and service tracking.

Our hours are Monday–Friday, 8:00 a.m. to 8:00 p.m. local time.; employees should be flexible to work within this schedule and may be required to work some holidays.

Our training class begins on October 5, 2026. Attendance is critical to your success, and as such, 100% attendance is required for the duration of training, where performance will be continually assessed. During training, individuals are also responsible for schedule adherence and actively participating in the training program. Training hours are between 10:00 a.m. - 7:00 p.m. EST / 7:00 a.m. - 4:00 p.m. PST, Monday through Friday.

The following states are excluded from eligibility: AK, CA, CO, CT, DE, DC, HI, IL, MA, MI, MN, NJ, NV, NY, OR, RI, WA

Enters and retrieves information of varying complexity using computer systems and applications to update records, obtain information for others and respond independently to most questions and problems.  Uses intermediate skills and business knowledge to answer questions related to billing and insurance forms/documents, taking payments, correspondence, and process other insurance transactions to provide customer service and support. Performs other duties as needed.  Upholds our customer care standards by achieving individual goals such as work quality, phone and email handle time, adherence, and reliability.  Adheres to a daily schedule to help maintain phone and offline service levels.  Interacts with other departments including underwriting and billing to help resolve customer requests.

High School Diploma or equivalent Minimum of 1-2 years of relevant customer service or administrative experience is preferred. Proficiency with computers is mandatory. Excellent oral, written, and interpersonal communication skills, and the capacity to multi-task in a fast-paced structured teamwork environment is required. Intermediate level of skill required to open, create, and modify various documents using the Microsoft Office suite (e.g., documents, spreadsheets, e-mail, etc.) and enter/retrieve information using various applications/systems. Ability to effectively exchange routine and non-routine information verbally and in writing and apply knowledge of the department's policies and procedures. Must be able to acquire and maintain company and department Work at home (W@H) requirements; Dedicated room with a desk, safe, quiet, professional working environment, and wired connected high-speed internet through a cable, fiber, or DSL service.

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