News : Liberty Mutual Job Shifts to Affect 80 Workers
Boston, MA, USA, March 27, 2015 -- Boston-based insurance provider Liberty Mutual is consolidating customer service operations from hundreds of sales offices scattered around the country to six call centers, including one in Springfield.
About 1,100 positions in some 350 sales offices, including 17 in Massachusetts, will be eliminated, replaced with 1,000 customer service jobs at the call centers, said John Cusolito, a Liberty Mutual vice president. The company is opening an office in the Dallas area where some of the new jobs will be located.
"By expanding our centralized call centers, we’ll be able to increase our overall service capabilities, we’ll be able to give customers a faster solution to their service needs, and they’ll get a more consistent customer experience," Cusolito said.
The changes should be complete by mid-2016.
Of the 1,100 customer service reps affected, 80 of them work in Massachusetts. Cusolito said 65 jobs will be added to the Springfield service center this year, and more could be added next year. More than 300 people work at the Springfield office now, including 190 in the call center there, he said.
The workers affected by the job shifts help customers over the phone and in person with auto and home insurance policies. Employees were notified Wednesday, Cusolito said. None of the 350 sales offices will be closed as a result, he said, as other Liberty Mutual employees will continue to work in those locations.
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"We will minimize job loss by encouraging local service employees to apply for positions in one of the six call centers, or seek positions in other Liberty Mutual offices," Cusolito said. "However, for those employees who we cannot retain, we will provide severance packages and outplacement assistance."
The biggest beneficiary of this shift will be Plano, Texas. The company plans to open an office there with several hundred new jobs later this year, Cusolito said. Jobs will be added at other call centers in addition to the new positions in Plano and Springfield. Cusolito said the insurer’s other call centers are in Phoenix, Tampa, New Castle, Pa., and Mishawaka, Ind.
Posted by Veronica Silva Cusi, news correspondent
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About Liberty Mutual:
Liberty Mutual Group, more commonly known by the name of its primary line of business, Liberty Mutual Insurance, is an American diversified global insurer and the third-largest property and casualty insurer in the United States based on 2013 Property and Casualty direct written premium as reported by the National Association of Insurance Commissioners.
Published: Tuesday, March 31, 2015
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