Vendor Operations Support Rep (Hybrid)

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. 

 

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. 
• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. 
• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. 

 

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. 

 

 

 

 

Job Summary

Serves as the primary subject matter expert, supporting the organization with our strategic partners, and service providers. Responsible for maintaining an in-depth understanding of specific processes and procedures, providing expert guidance, quality support and leading knowledge management initiatives. Works with leadership to support our fast-paced environment and assist no matter the need. This person is forward-thinking and proactively recognizes when change is needed to improve the process, policy, and ultimately the customer’s perception of MAPFRE. In this role, you need to have a strong understanding of the work environment and related KPIs. SME’s assist our partners in strengthening their expertise and assist in resolving their issues.

 

• Participates in peer training, classroom assistance, and internal/vendor calibration sessions 
• Ensures consistent application of best practices, organization initiatives and maintains high standards of services within the operation.
• Obsessed with the Customer Experience. Drives change and innovation with technical expertise and consistent quality evaluations. 
• Actively participates in group chats and supports the Help Desk. 
• May be required to assist internally to retain knowledge of technical procedures
• Insurance Operations or Contact Center SME for IT-related projects
• Partners with supervisors and managers to communicate concerns/inconsistencies and execute recommended improvements to procedures or policies. 
• Perform Quality Reviews on staff. Communicates what is discovered – with the operational KPIs at the forefront.
• Adheres to company policies and procedures as outlined in the Human Resources Policy Guide and follows departmental and functional area standards, rules, guidelines, processes, and policies identified by management.
• Timely access completion and submission in the appropriate MAPFRE IT platforms like One Identity and Service Now as specified by each Insurance Operations business role.
• Devise a plan to manage the onboarding including the access needed for vendor employees and include communication for MAPFRE and vendor leaders.
• Communicate access expectations with leaders who manage vendor tasks.
• Works directly with IT to resolve any outstanding access concerns in a timely manner.
• Provide regular updates to MAPFRE leaders on any outstanding access issues.
• Utilize and maintain the Onboarding Resource tool and procedures document to include changes to workflows, accesses needed, etc.
• Maintain access control logs for all vendor employees.
• Ensure the proper access removal of vendor resource as needed.

 

Knowledge, Skills and Abilities

Education: High School or equivalent knowledge or related experience 

Experience:  4-6 years of experience or equivalent related knowledge

Knowledge: Limited to moderate knowledge of industry practices, standards, an