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MAPFRE Insurance Customer Service Rep II (Webster, MA) in Webster, Massachusetts

Customer Service Rep II (Webster, MA)

Location: Webster, MA

Job Summary

Training schedule is Monday - Friday, 8:00-4:30 (first 6 weeks).

This position requires some company holidays to be worked

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.

Job Requirements

Education: Associates Degree or

Technical or specialized knowledge or equivalent, related

experience.

Experience:1 - 3 years.

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.

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.

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