Job Summary

Customer Experience Liaison

  • Location:
    Boston, Massachusetts
  • Salary:
    15 $ - 16 $ / Hour
  • Job reference:
  • Category:
    Customer Service (non-IT)
  • Contract Type:
    Contract/Temp to Hire

Position Overview:
You’re a take charge person who enjoys helping others and thrives in a fast-paced team environment. In this job, most of your customers will have questions about their policy or need updates on a claim. Some may be upset or angry but your professional, courteous demeanor will put them at ease right away. Customers will appreciate your strong communication skills and ability to solve problems confidently which will improve customer loyalty.
You’ll be providing education about insurance products, policies, and processes to a wide range of customers. Some will have purchased their policy recently and simply have premium related questions while others who’ve owned a policy for many years may require a full review of coverage. You’ll have to stay positive and helpful when communicating bad news. Calls related to denied claims, premium increases or policy lapses are particularly challenging. Complete attention during training and adherence to processes and procedures is critical.
This role may include detective work where you must piece together historical information or research multiple transactions. To be successful, you’ll need to be organized, detail oriented and motivated to do your best every day. You have strong computer skills and work well with others. You’re able to understand complex policy details and explain this information to customers in a manner they will understand. Sharing your knowledge and supporting others makes you happy!
Does this sound like you? Then you may be the perfect fit for a Customer Experience Liaison position supporting our client’s Life Insurance business unit.

  • A full-time position: must be available to work 37.5 hours per week
  • Monthly rotating shifts between Monday – Friday, 8am to 6pm

Major Responsibilities:

  • Provide customers with an excellent service experience by listening carefully and confidently addressing their needs
  • Empathize when appropriate, especially in escalated situations or upon report of illness or death
  • Remain calm during heated and high-pressure situations
  • Correctly record information into computer systems
  • Follow strict procedures for privacy and transaction processing
  • Fulfill customer expectations via methods that comply with established policies and procedures
  • Learn and use all systems and resources to meet customers’ needs

Core Competencies:

  • Flexibility to work variable hours as business needs dictate
  • Maintain a calm demeanor under pressure and are dependable
  • Possess excellent communication skills
  • Can learn and adapt quickly
  • Manage upset customers while demonstrating patience and empathy
  • Understand and apply best practices when resolving problems
  • Have strong multi-tasking skills while ensuring accuracy and attention to detail
  • Enjoy helping others and easily establish rapport with customers
  • Hold good computer skills especially web navigation and research capabilities
  • Handle confidential information in a professional manner
  • Are passionate about resolving problems as quickly and effectively as possible
  • Demonstrate a positive attitude even in challenging situation
  • Enjoy collaborating and possess a solid work ethic


Apply Below


Note: Required fields marked with an asterisk (*).


Primary Number
[Ctrl (Cmd Mac) + Click] to select multiple industries
Upload your resume
Terms of Use


Upload your resume using

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Equal employment opportunity information:
EEO is the Law (poster) | EEO is the Law (poster supplement) | Reaffirmation of Affirmative Action Policy Statement