Vendor Operations Support Rep (Hybrid)

Job Summary

Serves as the primary subject matter expert, supporting the organization with our strategic partners, and service providers. Responsible for maintaining an in-depth understanding of specific processes and procedures, providing expert guidance, quality support and leading knowledge management initiatives. Works with leadership to support our fast-paced environment and assist no matter the need. This person is forward-thinking and proactively recognizes when change is needed to improve the process, policy, and ultimately the customer’s perception of MAPFRE. In this role, you need to have a strong understanding of the work environment and related KPIs. SME’s assist our partners in strengthening their expertise and assist in resolving their issues.

• Participates in peer training, classroom assistance, and internal/vendor calibration sessions 
• Ensures consistent application of best practices, organization initiatives and maintains high standards of services within the operation.
• Obsessed with the Customer Experience. Drives change and innovation with technical expertise and consistent quality evaluations. 
• Actively participates in group chats and supports the Help Desk. 
• May be required to assist internally to retain knowledge of technical procedures
• Insurance Operations or Contact Center SME for IT-related projects
• Partners with supervisors and managers to communicate concerns/inconsistencies and execute recommended improvements to procedures or policies. 
• Perform Quality Reviews on staff. Communicates what is discovered – with the operational KPIs at the forefront.
• Adheres to company policies and procedures as outlined in the Human Resources Policy Guide and follows departmental and functional area standards, rules, guidelines, processes, and policies identified by management.

Knowledge, Skills and Abilities

Education: High School or equivalent knowledge or related experience 

Experience:  4-6 years of experience or equivalent related knowledge

Knowledge: Limited to moderate knowledge of industry practices, standards, and concepts within field of work. Learns to apply them to the job.

Decision Making: Learns to make decisions and recommendations for varied situations, applying judgment to interpret related information, policies, and procedures. Decisions generally impact specific tasks.

Supervision Received: Works independently under general supervision. Work is reviewed for overall adequacy in performing tasks.

Leadership: Works as an individual contributor. Learns the job.

Problem Solving /Operations/Direct Work Involvement: Develops solutions to a variety of problems, typically of moderate scope and complexity. Refers to and interprets policies and practices for guidance.

Client Contacts: Contacts other departments and or external organizations or parties frequently. Contacts are primarily at or below middle management levels. Communication is primarily task-related and involves creating and delivering varied types of messages and information.

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.