This position is with MAPFRE Insurance located in our Webster, MA Office
As a member of the Enterprise Contact Center, you will work with our internal and external customers to create an outstanding service experience. This exciting customer focused position includes responsibilities in the areas of coordinating first notice of loss claims via telephone and electronically, and/or billing calls and functions for all products, lines of business, and affiliates.
Performs a variety of customer service functions within the Enterprise Contact Center for insureds, agents, and claimants including coordinating first notice of loss processing of claims and/or processing payments, billing inquiries, cancellations agreements, and policy questions for all products, lines of business, and affiliates. Meets established goals and objectives via telephone and/or electronic means providing a superior customer experience. Provides highest quality, caring service by following established service levels and procedures for functions performed.
Establishes and maintains effective relationships with customers on behalf of the company in a customer centric manner by taking personal and complete responsibility for each customer interaction and by ensuring that all customer requirements are completely met.
Knowledge, Skills and Abilities
Education: Associates Degree or Technical or specialized knowledge or equivalent, related experience.
Experience: 1 – 3 years. (See next section for additional information)
Knowledge: Considerable knowledge of the general and technical parts of the job. Works independently.
Decision Making: Makes decisions within position standards. Applies guidelines and procedures that require some interpretation in dealing with exceptions. Work requires judgment to select among multiple potential pre-defined courses of action.
Supervision Received: Works under general supervision. Typically does not receive instructions on routine work. Receives general instructions on new types of work or projects.
Leadership: Works as an individual contributor. May participate in training less experienced staff.
Problem Solving /Operations/Direct Work Involvement: Applies knowledge to help solve moderately complex problems requiring independent thinking with direction.
Client Contacts: Contacts other departments and or external organizations or parties frequently. Contacts involve obtaining or providing information on matters which may be sensitive and or complex to interpret.
Additional Knowledge, Skills and Abilities
This position may be filled with an individual with no experience based on their level of education. Bachelor’s Degree a plus. General skills should include the ability to navigate and process data using multiple screens. Must have at least average mathematical skills and aptitude. Must have excellent oral and written communication skills. Bilingual (Spanish/English) skills are a plus.
An individual must have the ability to display strong telephone customer service skills in order to obtain/provide accurate and complete information. The individual must have the ability to empathize with the caller and provide them with confidence and trust that the company is here to assist them with their inquiry. Must be able to shift from one function to another with relative ease and proficiency.
We are proud to be an Equal Opportunity Employer.