Liberty Mutual Customer Service Representative Interview Questions & Reviews
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Updated May 19, 2012 – Interview questions and reviews posted anonymously by interview candidates.
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Difficulty Rating [?] Based on 12 ratings 
“Average” Interview
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Interview Experience [?] Based on 12 ratings
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| 1–10 of 12 Liberty Mutual Interviews | Sort by |
Customer Service Representative at Liberty Mutual
Posted May 19, 2012 — 1 of 1 people found this helpful
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3.0
Average Interview
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Overall Positive Experience
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Received and Declined Offer
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Interviewed May 2012 (took 2+ weeks)
I applied online through a career website. About four day's later I received a email stating they wanted to setup a phone interview. In addition I had to take a online assessment before the interview.The Interview consisted of standard questions and lasted about 30mins.
The face to face interviews was setup for the following week at the call center. I first had to take a computer skills assessment which included situations one might come across in CSR role. After this I had to write a letter and email to a customer in 15mins. After that I had another online assessment similar but more detailed than the first one before the phone interview. I then was asked to shadow a CSR on the floor for 20mins. This is where I learned more details about the job. After this I had an interview with three managers. These included your standard behavioral questions. After all was said and done the interviews lasted for four hours. I was then lead to the door after the last interview and told I would hear back from them in four business days. In five days I received a call saying they wanted me to come in and fill out background information. We went over their offer which I promptly declined.
I would say the everyone involved was very professional and cordial.
Interview Questions
Reason for Declining
Lost interest after the interview process. I don't want to be tied down to a phone and desk for eight hours.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, an IQ/Intelligence Test, a Skills Test and a Personality Test.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jan 9, 2012 — 1 of 1 people found this helpful
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3.0
Average Interview
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Overall Neutral Experience
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Received and Accepted Offer
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Interviewed Dec 2011 in Springfield, MA (took 2 days)
It was almost 2 months before I had a response to my online application which consisted of the application and a 30-40 min online assessment. After the recruiter contacted me it took several rescheduled appointments before my phone interview was conducted ( the recruiter had to reschedule my time due to various reasons on her part) The phone interview was not as in depth as others I have experienced. It lasted less than 10 min and included questions like "why was I interested in Liberty Mutual" and "what I knew about the company. Most of the interview was spent giving me a run down of the position, benefits and salary. A face to face interview at the hiring office was set up at the end of the phone interview for the next day.
The face to face was expected to last appox 3 hours, it last a little over 4 hours. Once I was shown in, I was given 2 scenarios to respond to in a simulated email and letter format. Then there was a computer assessment/simulation where I need to respond to the computer on average work day scenarios with a training program (listened to pretend calls, used computer to "look up" information on company protocol and customer policies, used information collected to "make decisions" on scenarios given. Then there was another assessment very similar to but shorter than the one taken with the application.
After this I spoke with a manager and we discussed the company, position and group expectations and structuring, and the usual "describe a time when" questions. After this I sat with another manager and an H.R. rep. Again we went over more "describe a time" questions these focused more on situations handling protocols and inter employee interactions. Also discussed was the training period and licensing procedures. Once the face to face portion was completed I shadowed a customer service rep and listened in on calls and was able to see how computer system used. It was difficult to ask questions as there were many calls coming in and little time between them (there a multiple levels of performance goals to hit) but the rep I sat with did seem happy with the position and her time at Liberty Mutual (3 years).
Once all of this was completed I was shown out and asked not to contact the office for information as they would have none. I was told that I would hear from the recruiter about any further steps. My face to face interview was on a Thursday, on Monday I sent an email to the recruiter thanking her for her time and thanking the personnel that I met with. I also asked for information on if there were any expectations on when a hiring decision would be made and the next steps of the process if any. I received a response indicating that they were in fact very interested and that the request to have my references and background check had already been submitted, I would hear from them once it was completed. I received a call with an offer 4 days later.
Interview Questions
Negotiation Details
Little negotiation available. Liberty Mutual seems to have set markers for starting pay. When asked about my salary expectations my answer was several thousand higher than the minimum salary for the position and higher than what the recruiter had said the starting pay would be. The salary offered was a little higher than the minimum.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Group/Panel Interview, a Skills Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jan 4, 2012
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4.0
Difficult Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Dec 2011 in New Castle, PA (took 4 weeks)
I applied on a Tuesday, had a phone interview on Friday. The recruiter was very personable and knowledgeable. Was scheduled for a four hour on site interview for the following Wednesday. Since I had already completed the skills assessment at home, I had to write two fake correspondence to customers. Then I sat with an agent to listen to some sample calls, interviewed with a manager and the trainer separately. I was told I would hear something within a week.
I'm not a patient person so I contacted the recruiter right after Christmas. I was informed that I had been selected to move forward to the background check portion of the hiring process and would hear something after the holidays and the background person would call me with any questions. I received a call on January 4th telling me that my background is good to go and my eligibility to be hired status would be sent to my original recruiter so she can let me know when to come and fill out employee paperwork. My start date is january 23, 2012.
Interview Questions
Negotiation Details
No negotiation, you're paid what I consider to be very generous for customer service.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Group/Panel Interview, a Skills Test, a Personality Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jun 26, 2011
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3.0
Average Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Apr 2011 in Liberty Lake, WA (took 2 days)
I was already a CSR at liberty mutual working in claims, this position was for policy services department. Applied online, received call from recruiting manager, had an interview with 2 other managers. It probably helped that my manager at the time highly recommended me for the position.
Interview Questions
Negotiation Details
no real negotiation, told me what they offered for this position, it was a lateral change so my salary didn't change
Other Details
The interview consisted of a Phone Interview, a 1:1 Interview, a Group/Panel Interview, a Personality Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jun 23, 2011
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4.0
Difficult Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Jan 2011 (took 4 weeks)
I applied online, and was called the next day for a phone interview. After initial phone interview, it was several days before I was called in for an in person interview with Branch Manager and several skills tests. After that, it was about a week and I was called in for a second interview with Division Manager and Branch Manager and additional skills tests. After that they had to do background check before I could officially be offered anything. This took about a week, then I was called back to come into the office for a formal offer. The whole process took between 3-4 weeks.
Interview Questions
Negotiation Details
I originally came in to interview for Administrative Assistant, but it ended up morphing into CSR offer due to my skill set.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Group/Panel Interview, a Skills Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Mar 18, 2011
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5.0
Very Difficult Interview
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Overall Positive Experience
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Interviewed and No Offer
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Interviewed Dec 2010 in Springfield, MA (took a day)
Apply online at Liberty Mutual for Customer Service Representative on Friday and received an email from them on Monday or Tuesday to set a phone interview. So did that, didn't pass the first interview. So 3 months passes, apply again for the same position received an email from HR to set a phone interview, finally past the first interview now I have a second interview face to face to the Manager and the Supervisor next Wednesday. Let see if I pass the second intervew.....
Interview Questions
Other Details
I Applied Online and the interview consisted of a Phone Interview and a 1:1 Interview.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Mar 12, 2011 — 1 of 2 people found this helpful
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4.0
Difficult Interview
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Overall Positive Experience
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Received and Accepted Offer
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Interviewed Nov 2010 in Las Vegas, NV (took 6 weeks)
The interview process is EXTREMELY lengthy. I know it has much to do with the employees that are hired tend to stay with the company for the rest of their career, so they want to ensure you are a proper match for the company. That being said- First you apply online, then they send you an aptitude test online. Once you pass both of those, you have a phone interview with one of the HR reps, that will last about 45 minutes. You are then passed on to have a 2:1 interview with you, the Manager and the Lead Service Rep. If you pass that, then you take a personality and skills test. You then have a panel interview with the other members of the office, and then a phone interview with a regional executive. You then receive your offer. all in all, it can take up to 2 months to finish the whole process.
Interview Questions
Negotiation Details
There is no negotiation. Your pay is based on your skills and within a set range from the company. Every one is given the same benefits package and commission/bonus structures. It is a very strict, but very fair and level process. You do earn what you're worth, and you have a clear view of what you can earn too.
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Group/Panel Interview, a Presentation, an IQ/Intelligence Test, a Skills Test, a Personality Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jan 28, 2011
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2.0
Easy Interview
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Overall Negative Experience
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Interviewed and No Offer
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Interviewed Nov 2010 (took 3 days)
I was contacted by phone for a Sales position, which I had never applied for, so I can only assume the company found my resume off of a job site like Career Builder or Monster. As I was waiting to be called back, I was a little taken aback by how small the office was; just a bunch of cubicles and two or three offices and everyone was dressed relatively casual. I was interviewed by the Branch Manager (who was very friendly) who asked me questions pertaining to school as I was a recent graduate. The Manager suggested I work in the customer service field instead during the interview and I agreed that would be a good fit. Interview went great and I was told that I just needed to fill out an online questionnaire/personality test and that they looked forward to adding me to the Liberty Mutual family later that week. I finished the questionnaire as soon as I got home and sent it in to both the Recruiter and Branch Manager, as per requested. I waited for a response or reply to my emails, but shockingly did not get one. Cut to two weeks later and I received an email from the Recruiter who said they decided to pursue a candidate who would be more qualified. Two months later I received an email from that same Recruiter seeking me out for the very position I was told I would be hired for and then I did not have anymore. Seems like they need to do more research on who they wish to hire if they are still seeking me out.
Interview Questions
Other Details
I got the interview through a Recruiter and the interview consisted of a 1:1 Interview, an IQ/Intelligence Test, a Skills Test and a Personality Test.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Aug 5, 2010
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3.0
Average Interview
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Overall Neutral Experience
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Interviewed and No Offer
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Interviewed Jul 2010 in Baltimore, MD (took 2 days)
My interview consisted of a brief phone encounter. They ask several questions about your work experience and your interest in the company. They then called me in for s face to face interview. The recruiter was very nice and professional. The whole process wad about one hr long. You even had to pretend to to help a caller as a part of the interview.
Interview Questions
Other Details
I Applied Online and the interview consisted of a Phone Interview, a 1:1 Interview, a Personality Test, a Drug Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
Customer Service Representative at Liberty Mutual
Posted Jun 9, 2010 — 1 of 1 people found this helpful
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3.0
Average Interview
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Overall Positive Experience
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Interviewed and No Offer
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Interviewed Jun 2010 in Mishawaka, IN (took 2 days)
I submitted my resume through Liberty Mutual's website and was contacted within a week for a phone interview. The phone interview consisted of very basic interview questions: Describe an experience where you helped an upset customer, what was the outcome? Describe a situation where you were presented with a problem, how did you fix it? Why Liberty Mutual? The interviewer was very nice, very friendly, and very informative. Always asking if I had any questions.
The start date is not for another month for the position, and so they asked when I might be available for a 3 1/2 hour interview on site. I had an interview scheduled the very next day. They sent me multiple emails with things to read and sign as far as background checks and information about their company and the position (you are typically mailed this letter, I received it thru email because my in person interview was scheduled so quickly). The building was VERY professional, and all employees whom I came in contact with were very friendly and seemed to love thier jobs.
The first of a 4 part interview, I spoke with two women who were very easy to talk to, as it turns out one was from the same small town I was from. They asked basic questions about experiences in life or on the job. Very easy questions if you prepare for "experience" questions (You konw what I mean if you have had them)
The second part was I sat on the floor with a current employee for about 45 minutes and listened in on her calls. She was very knowledgeable and was quick to answer any questions I had as well as get to know me as a person.
The third part of the interview (yes it really is this long, but it went by fast to me) was a 1:1 interview with another manager, she reviewed my resume with me and asked me about my previous employment. She was easy to get off topic with, very friendly and willing to share her liberty mutual story with me :).
The last part of the interview was a series of tests. Composition of a letter, and email to a member. Then a simulation of actual call situations (which was really pretty fun) then personality questions (the long "pick true or false for each statement" and "pick the top word that describes you" sort of things.
They promised to be in touch with me during the background check for any issues that may arrive (apparently it's extensive and if you have been recently married, can bring out many questions. Good to know they are making sure no one is using stolen identity!) I really hope I hear from them soon with an offer. I will update this interview with the results. I was very impressed.
Interview Questions
Other Details
The interview consisted of a Phone Interview, a 1:1 Interview, an IQ/Intelligence Test, a Skills Test, a Personality Test and a Background Check.
Helpful Interview?
Yes |
No
Inappropriate?
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