Boston-headquartered Liberty Mutual said it is moving to a centralized service model for its personal insurance customers beginning in January 2016.
This move involves transitioning local service activities into customer service call centers, and expanding those centralized operations, currently at five sites — in Springfield, Massachusetts; Phoenix, Arizona; Tampa, Florida; New Castle, Pennsylvania; and Mishawaka, Indiana — and a sixth site in Plano, Texas, which will open later this year, a Liberty Mutual spokesman said.
There are approximately 1,100 customer service representatives in approximately 350 Liberty Mutual personal insurance sales offices countrywide who will be affected by the centralization. The company said these employees have been encouraged to relocate to any of the six customer service call centers or to apply for positions in other Liberty Mutual operations locally or elsewhere. There is capacity to add nearly 1,000 Liberty Mutual jobs in these call centers, according to Liberty Mutual.
- Liberty Mutual Reports Q4 Gains Despite Jump in Catastrophes
- Liberty Mutual Offers Cyber Cover for Small, Mid-Sized Businesses
- Liberty Mutual Inks Reinsurance Deal with Berkshire’s National Indemnity
Topics Customer Experience
Was this article valuable?
Here are more articles you may enjoy.