Insurance Service Center Rep, Personal Lines

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　　Date: Jan 16, 2024

　　Location: Work from home, MA, US

　　Company: MAPFRE

　　* Fully Remote *

　　Prior P/L Insurance experience required

　　Hours: Flexible hours available Monday thru Friday, beginning as early as 8:00 a.m. and end as late as 8:00 p.m. Working 1-3 Saturday's per calendar year will be required, with hours being 9:00 a.m. to 3:00 p.m.

　　Job Summary

　　The successful Insurance Service Center Rep is enthusiastic, thoughtful and motivated to provide an enhanced level of customer service to our partner agencies, internal and external clients. Our business is consistently growing and changing and we strive to be at the forefront of providing excellent service, maintaining client relationships, retaining existing business and promoting new business.

　　Higher graded positions available commensurate with experience

　　Knowledge, Skills and Abilities

　　Education: High School Diploma, insurance knowledge and related experience a plus

　　Experience: Prior P/L experience required. P/L Producers license preferred.

　　Knowledge: Strong endorsement processing experience needed.

　　Additional Knowledge, Skills and Abilities

　　Computer skills : 

　　Strong typing and overall computer skills (MS office/outlook/chrome). 

　　Adaptability to new platforms, procedure changes and possible technical issues.  

　　Customer Service :  

　　Communicate in a clear, concise manner while breaking down barriers for the customer 

　　Display active listening skills with a focus on timely resolutions 

　　Display empathy by understanding the customers’ needs 

　　Empowered to handle difficult calls using available resources while also maintaining a calm and knowledgeable tone. 

　　Flexibility with scheduling changes to provide customer support (OT/flex schedules) 

　　Display agility to changing skills and tasks as needed to provide customer support 

　　Excellent written communication 

　　Organized and detail oriented

　　Knowledgeable about services offered by keeping up with procedure changes 

　　Problem Solving : 

　　Ability to make sound business decisions without guidance.  

　　Able to work independently to trouble shoot and problem solve customer issues with available resources (billing material, blogs, wikis, etc…) 

　　Ability to use critical thinking to analyze and resolve a customer issue or provide alternative solutions.  

　　Ability to multi-task to resolve most critical issues while also prioritizing based on high call volume.  

　　Ability to work quickly under pressure 

　　Personal accountability for tasks as well as department/individual goals 

　　*Personal/Team development: *

　　Takes accountability for performance of self-using tools provided

　　Be open and receptive to coaching and feedback towards performance goals with a focus on future career growth for self and others

　　Collaborate well within a team while providing support to less experienced team members to include peer training.  

　　Focus on innovation by recommending LEAN ideas to bring about process improvements

　　Bilingual in Spanish a plus

　　If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at [email protected] .

　　We are proud to be an equal opportunity employer.

　　Job Segment: Customer Service Representative, Work from Home, Call Center Representative, Recruiting, Customer Service, Contract, Human Resources

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