Trainer/QA Lead - Century Automotive Services Corp

 

 

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

 

This position is responsible for training/maintaining the Claims Department's new hires onboarding as well as existing staff to ensure the timely, effective and efficient completion of claims processes/procedures.  This position is also responsible for producing and maintaining customer service to all of Century's clientele.

 

Essential Duties and Responsibilities

• Ensuring that all staff are versed within the claims department organization as well as its handling/procedures
• Promptly, effectively and professionally respond to all claim inquires
• Promptly handling all extraordinary claims, customer or client issues to a successful conclusion
• Maintaining positive working relationships both internally and externally
• Working closely with the Claims Supervisor regarding new hire progress as well as progress with the existing staff
• Monitoring Claims Adjuster interactions as well as claims file progression to ensure department/client procedures are adjudicated correctly
• Performing other special projects and duties as assigned.

 

Supervisory Responsibilities:  N/A

 

Competencies:  Strong organizational skills including the ability to effectively complete daily tasks in a timely and accurate manner.  Attention to detailand multi-tasking skills are critical.  Must possess the ability to to change direction and adjust priorities frequently during the day without sacrificing service, production or quality.  Possess the ability to identify and help remove obstacles to ensure efficient workflow.  Continually improve work processes to increase efficiency and lower claim expenses.  Possess the ability to to anticipate and adjust workload, especially during high-volume situations without sacrificing service, production or quality.  

 

Communication:  Strong interpersonal, written and verbal communication skills. Must be able to effectively communicate with customers, agents, clients and senior management at all levels within the organization.  Must be able to maintain a calm disposition and professional demeanor, especially during adverse situations.

 

Excellent Client / Customer Service:  Must be able to ensure all agent, customer and/or client-related issues are handled in a timely, fair and courteous manner.

 

Strong decision-making skills:  Must be able to analyze all available information and formulate sound decisions and/or produce an accurate work product to effectively resolve a variety of issues.

 

Analytical skills:   Must be able to measure, diagnose and resolve problems.  Must be accurate and possess attention to detail.

 

Education and/or Experience:  Must possess a high school diploma or equivalent with a preferred 3 - 5 years of previous work experience within the automotive or insurance industry.  Must possess the ability to work in a fast-paced environment, as well as the ability to identify and remove obstacles to ensure efficient workflow.  

 

Computer Skills:  Must be proficient with computers and software applications, including but not limited to, Microsoft Office and cl