P/A Technical Services Rep II

Summary

Completes billing related work for agents and customers. Responsible for directly assisting agent and policyholder requests. Provides assistance and technical guidance as it relates to policy, billing inquiries, and status requests. Responds to inquiries through written correspondence and email. Provides professional and caring service within established quality and productivity standards. Completes various production reports and assigned projects. Reports potential system problems or issues. Assists less experienced P/A Technical Services Representatives.

Responsibilities

• Research, analyzes, and takes action on items appearing on production reports and/or work queues according to procedure and within the required time frame.
• Recognizes and reports potential system problems or issues
• Initiates appropriate action and follow-up to ensure all policies are correct.
• 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.
• Responds to written and email inquiries in a professional manner, within the established turnaround times and according to procedure.
• Interacts with other departments to obtain information necessary to handle billing functions and exceptions.
• Interacts with agents and other parties according to procedure, utilizing proper grammar, voice tone and empathy with callers.
• Measurable KPI’s
  • Meet our productivity goal of 90% monthly
  • Meet our quality goal of 95% monthly

Qualifications

• Associate’s degree or Technical or specialized knowledge or equivalent, related experience.
• 1 - 3 years or High School equivalent plus 3 - 5 years related work experience.
• Experience with Guidewire Billing Center/Policy Center
• Experience with AS400, V12, or TronWeb is preferred but not required
• General knowledge and understanding of industry practices, procedures, and workflows

Pay Philosophy: 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.

Salary Range $21.00 - $24.00 per hour 

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.