Comparion Customer Support Specialist
WFA Digital Insight
As the demand for skilled customer support specialists continues to rise, with a 25% increase in job openings in the insurance sector in 2025, Liberty Mutual Insurance is seeking a highly motivated Comparion Customer Support Specialist. With the insurance industry undergoing significant changes, candidates with strong communication and problem-solving skills are in high demand. What sets Liberty Mutual apart is its commitment to employee development and customer satisfaction. Before applying, candidates should be aware that this role requires a strong understanding of insurance products and excellent communication skills, as well as the ability to work independently and as part of a team.
Job Description
About the Role
The Comparion Customer Support Specialist is a critical role at Liberty Mutual Insurance, responsible for providing timely and accurate guidance and service to policyholders. As a key member of the customer support team, you will be the primary point of contact for customers, handling inbound calls and written inquiries regarding policies. Your ability to identify problems, manage diverse customer interactions, and resolve complex issues independently will be essential to success in this role.In this position, you will be working closely with a team of customer support specialists, reporting to a supervisor who will provide guidance and support. The team's primary goal is to ensure high customer satisfaction, retention of business, and profitable growth. You will be expected to work collaboratively with other departments, including sales and operations, to resolve complex service issues and support sales initiatives.
Liberty Mutual Insurance is committed to providing a supportive and dynamic work environment, with opportunities for professional growth and development. As a customer support specialist, you will be expected to continually update your knowledge of insurance products, plans, and programs to provide accurate and efficient service to customers.
What You Will Do
- Develop and maintain product, procedural, and technical systems knowledge to provide exceptional customer service
- Respond promptly to all inbound calls or written inquiries regarding policies
- Build strong rapport with each customer, actively listening and responding to requests
- Communicate effectively via different methods and manage difficult customer interactions
- Proactively exercise initiative and independent judgment while researching and solving complex customer complaints and issues
- Identify and analyze diverse customer needs to ensure high customer satisfaction
- Support retention through educating customers on existing products, available services, and resources
- Gather critical risk information to appropriately re-evaluate existing business
- Support growth through identifying new revenue opportunities from additional lines of coverage
- Analyze open leads and provide quotes for and binding new business requests
- Utilize online reference materials to provide confident, accurate, and efficient service
What We Are Looking For
- Appropriate state and province licenses required
- Property and Casualty License
- 3-5 years of customer service or sales experience within the insurance industry
- Bachelor's degree or equivalent preferred
- Working knowledge of insurance products, plans, and programs in a customer service or sales environment
- Ability to review, record, and organize written data from a variety of sources
- Excellent communication, interpersonal, and influencing skills
Nice to Have
- Experience with Excel or other spreadsheet software
- Knowledge of personal insurance departments and operations
- Experience working in a call center or customer support environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Flexible work arrangements, including remote work options
- Access to online reference materials and training resources
- Paid training program to support your success in the role
How to Stand Out
- Make sure to highlight your excellent communication and problem-solving skills in your application, as these are essential for success in this role
- Use specific examples to demonstrate your experience in customer service or sales within the insurance industry
- Be prepared to discuss your knowledge of insurance products, plans, and programs, and how you would apply this knowledge in a customer support role
- Emphasize your ability to work independently and as part of a team, and your experience with managing difficult customer interactions
- Consider creating a portfolio or examples of your work to demonstrate your skills and experience, even if it's not explicitly requested
- Be prepared to ask informed questions during the interview process, such as what a typical day looks like in this role or what opportunities are available for professional growth and development
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