Operations Associate I (Hybrid, New Mexico)

Summary

The Operations Associate supports customer accounts, contracts, and dealer relationships through a variety of operational, administrative, and customer service activities. Working in a structured, process-driven environment, this role is responsible for processing transactions, servicing accounts, supporting dealer operations, and responding to customer and partner inquiries.

This position supports multiple operational workstreams and serves as a key contact for customers, dealers, agents, and internal business partners. Success in the role requires strong attention to detail, the ability to manage multiple priorities, a commitment to accuracy, and a customer-focused approach to delivering exceptional service.

Responsibilities

Frontline Operational Processing

• Process and respond to claims-related inquiries, service requests, and internal operational questions.
• Perform inbox management activities, including triaging, assigning, and responding to routine requests.
• Execute upgrades, surcharges, and out-of-business (OOB) processing in accordance with defined procedures.
• Complete mapping requests and support DMS/menu notification updates.
• Research and resolve basic rating issues and assist with monthly dealer billing notices.
• Support dealer account reviews through data gathering, validation, and routine updates.
• Support real-time operational inquiries through both call handling and inbox-based request management.

Call Center & Customer / Agent / Dealer Support

• Handle inbound and outbound calls from customers, dealers, agents, and internal partners related to contract processing, account status, billing inquiries, and service requests.
• Provide accurate, timely responses to inquiries by referencing system data, contract details, and established procedures.
• Document call activity, updates, and resolutions within appropriate systems to maintain accurate records.
• Route complex or non-standard issues to appropriate operational teams or escalate as required.
• Maintain professionalism and adherence to service standards while managing call volume and handling time expectations.

Account Setup & System Enablement

• Assist with dealer and producer account setup, including creation of producer numbers and basic account configuration.
• Perform user setup activities, including access provisioning and maintenance within internal systems.
• Support sample rate card creation and maintenance based on defined inputs.
• Assist with portal-related tasks and system configuration updates.
• Support SLA tracking activities through accurate task completion and status updates.

Transactional & Financial Support Tasks

• Process routine inbox items related to contract servicing and operational transactions.
• Support basic contract updates and rerate-related tasks under defined guidance.
• Assist with identifying unprocessed or unapplied funding and flagging items for review or escalation.
• Perform preliminary review of contract declines and prepare items for further handling.
• Adapt to shifting priorities and task assignments while maintaining accuracy and productivity standards.
• Build foundational knowledge across operational functions, systems, and workflows.

Accuracy, Quality & Escalation

• Ensure all work meets defined accuracy, completeness, and service-level requirements.
• Identify errors, inconsistencies, or missing information and escalate in accordance with established procedures.
• Maintain accountability for the quality and integrity of completed work.

Procedural Adherence & Skill Development

• Follow established procedures while identifying opportunities for clarification or improvement.
• Provide feedback to leadership regarding recurring issues, inefficiencies, or documentation gaps.
• Seek guidance when encountering unfamiliar or complex scenarios.
• Execute assigned operational tasks within defined workflows and established prioritization structures.
• Follow documented procedures without deviation and escalate scenarios that fall outside defined guidance.
• Participate in cross-training and process development efforts to enhance operational capability.

Additional Responsibilities

• Participate in special projects and perform other duties as assigned.

Qualifications

Education & Experience

• High School Diploma or equivalent required.
• Associate’s Degree preferred.
• Prior experience in an operational, administrative, financial services, insurance, or service-oriented environment preferred.
• Experience working in a structured, process-driven, or regulated environment preferred.
• Equivalent combinations of education and relevant experience will be considered.

Knowledge, Skills, and Abilities

• Strong attention to detail and ability to consistently execute complex, repeatable transactional work.
• Ability to learn and apply detailed operational procedures, business rules, and system workflows.
• Strong organizational and time management skills in a structured, deadline-driven environment.
• Ability to manage multiple task types and shifting priorities while maintaining accuracy.
• Ability to learn system workflows and navigate multiple operational platforms.
• Sound judgment in recognizing issues that require escalation.
• Intermediate proficiency in Microsoft Office applications.
• Ability to work independently within established guidelines while remaining accountable to performance standards.

Communication

• Ability to communicate clearly and professionally with customers, dealers, agents, peers, supervisors, and internal business partners.
• Ability to accurately document work and provide reliable information regarding operational processing.
• Willingness to seek clarification and collaborate effectively to resolve issues.

Customer / Client Focus

• Demonstrates an understanding that operational execution directly impacts customer experience, dealer relationships, partner confidence, and brand reputation.
• Approaches work with professionalism, accountability, and a commitment to service excellence.

Decision-Making Skills

• Ability to accurately apply documented procedures and understand established decision-making authority.
• Recognizes when issues require escalation to mitigate risk and ensure appropriate resolution.

Analytical Skills

• Ability to review information for accuracy, identify discrepancies, and support resolution efforts under established guidance.

Computer Skills

• Strong computer proficiency, including Microsoft Office applications.
• Ability to navigate multiple internal systems and technology platforms efficiently.
• Comfortable working within system-driven workflows and data-centric environments.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job- we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Pay Range: $41,200 - $51,400 (non-exempt)

Benefit Highlights:

At Mapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:

• Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
• 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.  
• Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
• Other Benefits Include: STD, LTD, Life Insurance, FSA, HSA and various wellness programs

Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy.  The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit: https://mapfre.gobenefits.net/

If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at talentacquisition@mapfre.com. Mapfre is proud to be an Equal Opportunity Employer.

Important Notice:

The information above is intended to provide a general overview of available benefits. Eligibility, plan provisions, and coverage are governed by the terms and conditions of the applicable benefit plans and policies, which may be modified from time to time