Support Services Rep Fede

 

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. 

 

Training Schedule: M-F 8:30 AM - 5:00 PM, Mountain Time (Generally lasts 3-6 weeks); overtime as needed.

 

Regular Schedule: M-F 9:30 AM - 6:00 PM, Mountain Time; some overtime is required as outlined below and authorized by management.

 

Note: Attendance is required the last day of every month. All members of the department are expected to stay until all business is processed for the current month even if this requires employees to work overtime or outside of their normal shift hours. 

 

If the end of the month falls on a weekend, all employees within the department are required to work that last Saturday until all business for the month has been processed. Sunday hours will never be required.

 

 

Job Description Summary

The primary responsibilities of this position are to provide prompt, courteous, and professional service to Contract Holders, Sales Representatives, Agents, Dealers and internal customers.

 

Essential Duties and Responsibilities

• Answer all incoming phone calls promptly and efficiently
• Resolve contract related questions such as status, terms and coverage
• Answer underwriting questions regarding vehicle eligibility

• Provide backup coverage for front desk
• Quote and process cancellations per the terms of the agreement
• Accurate and efficient processing of new business
• Process checks to be mailed
• Other special projects and duties as assigned

 

Supervisory Responsibilities: N/A

 

Competencies: Strong customer service skills with the ability to actively listen and solve problems.  Must be organized and comfortable working in a high call volume and fast paced environment. Must have the ability to work independently or as part of a team. Must possess above average computer skills, including, a solid working knowledge of Microsoft Office applications.  Bilingual in Spanish is a plus.

 

Communication: Strong interpersonal, written and verbal communication skills. Must be able to effectively communicate with customers, both internally and externally, agents and clients.

 

Excellent Client / Customer Service: Must possess a customer service attitude and be able to ensure all customers, and/or client related issues are handled in a fast, fair and courteous manner.

 

Strong decision making skills: Must be able to analyze all available information and formulate sound decisions to effectively resolve a variety of issues.

Thank you for considering MAPFRE Insurance as part of your career journey. 

 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

 

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 talentacquisition@mapfreusa.com.

 

We are proud to be an equal opportunity employer.