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Insurance Service Center Rep, Personal Lines
4 months ago
Hours: Initial on-site training hours will be Monday thru Friday, 8:00 a.m. to 4:30 p.m. ET, and will last approx. 7-8 weeks. Once training is completed, hours will shift to Monday thru Friday, 9:30 a.m. to 6:00 p.m. ET with the option to work remote 1-2 days per month. In addition, working one (1) Saturday per quarter will be required, with hours being 9:00 a.m. to 3:00 p.m. ET.
Job Summary
The successful ISC representative 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. Ideal candidate will have an active P/L Producers license and the ability to maintain license for the duration of employment as an Insurance Service Center Rep, Personal Lines.
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
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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.
