Overview

Job Summary

** WORK REMOTELY TEMPORARILY DUE TO COVID-19 **

Prior P/L Insurance experience required.

P&C license preferred, but not required.

Hours: Flexible hours available Monday – Friday beginning as early as 8:00 a.m. and ending as late as 8:00 p.m. Working 1-3 Saturday’s per calendar year will be required, with hours being 9:00 a.m. – 3:00 p.m.

Serves as a representative to service and up-sell insurance products within the Enterprise Contact Center. Interacts with internal and external customers of independent, captive and/or complimentary channel agents with the intent of servicing, retaining, promoting, and up-selling company products or services. Meets established goals and objectives via telephone and/or electronic communications-providing a superior customer experience. Provides highest quality, caring service by following established guidelines for functions performed.

Establishes and maintains effective relationships with customers on behalf of the company and/or our independent agents 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. Serves as a representative to service and up-sell insurance products within the Enterprise Contact Center. Interacts with internal and external customers of independent, captive and/or complimentary channel agents with the intent of servicing, retaining, promoting, and up-selling company products or services. Meets established goals and objectives via telephone and/or electronic communications-providing a superior customer experience. Provides highest quality, caring service by following established guidelines for functions performed.

Establishes and maintains effective relationships with customers on behalf of the company and/or our independent agents 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: 0 – 1 years.
  • Knowledge: Little knowledge of the detailed aspects of the job. Some understanding of practices and procedures in a particular field i.e. accounting, claims.
  • Decision Making: Follows regular, detailed standards and instructions. Applies clearly defined guidelines and procedures in making timely decisions, given the necessary information.
  • 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. Learns the details of the job.
  • 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

  • Bachelor Degree a plus.
  • Previous experience in insurance and/or a service-related position is preferred.
  • Previous customer service experience is required.
  • Knowledge of MAPFRE Insurance systems and external Agency Management system experience preferred.
  • Personal Lines Producer license may be required depending on states in which agents are located.
  • If applicable, must maintain the license by continuing education courses.
  • Based on state laws and regulations, additional sales licenses may be required.
  • Ability to work flexible hours to provide appropriate customer service and unit support is required.

    Exceptional interpersonal skills and ability to effectively interface with others are required as well as the ability to respond professionally in adversarial situations. Proven analytical, excellent organizational, and multi-tasking skills are essential, ensuring efficient time management. Bilingual in Spanish a plus.