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Posted 3d ago

ISC Service Rep (Hybrid or Remote) (Webster or Remote, MA, US)

@ MAPFRE
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Webster or United States
HybridFull Time
Responsibilities:translate terms, de-escalate callers, answer calls
Requirements Summary:High school diploma; pursuing or holding P/L or P&C license; related insurance experience.
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Job Description

 

Higher graded positions available commensurate with experience

 

Job Summary:

 

Must be working towards or have an active P/L or P&C license 

 

The ISC has a high standard for customer service. Agencies pay a reduced commission for the ISC to service their business. Our expectation is for our ISC representatives to provide a helpful and welcoming voice for those agencies and customers and work efficiently to ensure that all customer calls are answered promptly. We ideally want someone who is attracted to continuous learning and willing to get into the weeds, to ensure customers leave each interaction impressed. A comprehensive training will be provided. Leadership models the actions and goals that we strive for.

 

 

 

Responsibilities:

 

  • Mindset to see change as an avenue for growth. Both individually and for the organization.
  • Exceptional verbal communication. Ability to translate insurance terms in a digestible way for the customer.
  • Must be comfortable in adapting to new products and offerings.
  • Displays active listening, empathy, and a calm, knowledgeable tone, including the power to de-escalate callers, using customer service experience.
  • Capability to dig in – use resources to find answers to questions and use the training received to make sound business decisions independently.
  • Be coachable and push towards continued improvement in call center metrics.
  • There will be days of higher call volume – the command to work well under that pressure, efficiently, to ensure our service levels are surpassed
  • Works well under high expectations – willing to raise the bar, based on feedback.
  • Supportive to team members, who may be less proficient. Be a team player.
  • Not shy about bringing forward processes that are not scalable or efficient.

 

Qualifications:

 

  • High School Diploma, insurance knowledge, and related experience required. 
  • Prior P/L experience required.  Must be working towards or have an active P/L or P&C license and the ability to maintain license for the duration of employment as an Insurance Service Center Rep.
  • Prior agency experience is a plus.
  • Prior call center experience is a plus.

#MAPFRE123

 

 

Thank you for considering MAPFRE Insurance as part of your career journey. 

 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

 

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.