Bilingual Licensed Customer Service Representative - Remote

About the role

Liberty Mutual Insurance is seeking a licensed, bilingual (English/Spanish) insurance professional to join its Gold Customer Service team starting October 5 2026. Candidates must hold a valid Property & Casualty License or a Personal Lines License. The role supports Liberty Mutual’s leadership in the independent agency channel by providing expert, around‑the‑clock assistance to agents and their customers, enhancing satisfaction and empowering agents to grow their businesses.

The position requires flexibility to work various shifts, including weekends and holidays, as the customer service team provides 24/7 support. Mandatory paid training lasts approximately 12 weeks, held Monday‑through‑Friday from 10:00 AM to 6:30 PM EST. The following states and territories are excluded from eligibility: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington, D.C.

Responsibilities

• Assist 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.
• Deliver expertise by assessing customer and agent needs to drive satisfaction, business growth, and retention.
• Provide guidance and recommendations, utilizing upselling and cross‑selling techniques to educate customers on insurance products and services.
• Uphold customer‑care standards by meeting individual goals for call quality, handling time, lead‑transfer ratio, adherence, first‑call resolution, and reliability.
• Accurately maintain and track 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.
• Minimum of 6 months related work experience; customer‑service experience preferred.
• Ability to review, record, and organize written data from a variety of sources with no pre‑established format.
• Excellent oral, written, and interpersonal communication skills; capacity to multitask in a structured work environment.
• Ability to handle confidential and proprietary information.
• Proficiency with computers; knowledge of Microsoft Office tools.
• Clear understanding of the organization’s policies, standards, and procedures to guide customer interactions.

Schedule

The role supports 24/7 customer service, requiring flexibility to work various shifts, including weekends and holidays. Mandatory paid training runs for approximately 12 weeks, Monday through Friday, 10:00 AM – 6:30 PM EST.

Pay

The typical starting salary range for this role is determined by factors such as skills, experience, education, certifications, and location. The full salary range reflects the competitive labor‑market value for similar positions nationwide and provides opportunities for progression as employees grow. Some roles may include commission and/or bonus earnings as outlined in the specific compensation plan.

Benefits

Liberty Mutual offers a comprehensive benefits package that supports employees’ life and well‑being, including workplace flexibility, professional development opportunities, and Employee Resource Groups. For detailed information, visit the Liberty Mutual Benefits page.