Insurance Service Center Rep, Personal Lines (Hybrid or Remote)

** Active P/L Producers License is required **

Position is Hybrid, within a commutable distance to Webster, MA (2 days in office / 3 days remote)

Will consider fully remote candidates with active P/L license

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

Hours:   Initial remote 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, with flexible hours between 8:00 a.m. and 8:00 p.m. ET, with a hybrid schedule for those within a commutable distance to our Webster Campus.  In addition, working one (1) Saturday per quarter will be required, with hours being 9:00 a.m. to 3:00 p.m. ET, remote.

Knowledge, Skills and Abilities

Education: High School Diploma, insurance knowledge and related experience a plus
Experience: Prior P/L experience required.  Must 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

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.