Bilingual Licensed Customer Service Representative - Remote

Are you a licensed, bilingual (English and Spanish) insurance professional looking to join a Fortune 100 company? We are hiring for our Gold Customer Service licensed class starting October 5, 2026. Candidates must hold a valid Property & Casualty License or a Personal Lines License. The following states and territories are excluded from eligibility: Alaska, California, Hawaii, Illinois, Maryland, New York, and Washington, D.C.

About the role

Join a team that values your growth, development, and well-being. Guided by our Common Purpose, you’ll deliver exceptional customer experiences through integrity, expertise, care, and simplicity. As part of the Gold Service program, you’ll support Liberty Mutual’s leadership in the independent agency channel by providing expert, 24/7 assistance to agents and their customers. Your role will enhance customer satisfaction and empower agents to grow their businesses.

This position requires flexibility to work various shifts, including weekends and holidays. Paid, mandatory training lasts approximately 12 weeks (Monday through Friday, 10:00 AM to 6:30 PM EST), with attendance and performance closely monitored.

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 to help customers protect what matters most, utilizing upselling and cross-selling techniques to educate 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.

Requirements

• 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.
• Minimum of 6 months' related work experience; customer service experience preferred.
• Ability to review, record, and organize written data from various 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 and Microsoft Office tools.
• Clear understanding of the organization’s policies, standards, and procedures to guide customer interactions.

Pay

The typical starting salary range for this role is determined by skills, experience, education, certifications, and location. The full salary range reflects competitive labor market value and provides opportunities for progression. Some roles may include commission and/or bonus earnings based on performance.

Benefits

We offer a comprehensive benefits package that supports your life and well-being. To learn more, visit Liberty Mutual Benefits.