Completes back office work for the Enterprise Contact Center. Responsible for directly assisting agent and policyholder inquiries. Provides assistance and technical guidance as it relates to policy, billing inquiries, and status requests. Effectively relays information associated with company processes and procedures. Responds to inquiries through written correspondence and email. Provides high quality, professional, caring service by following established department procedures. Ensures services provided is within established quality and productivity metrics.
Education: Associates Degree or Technical or specialized knowledge or equivalent, related experience.
Experience: 1 - 3 years or High School equivalent plus 3 - 5 years.
Knowledge: Solid understanding of general and technical parts of the job. Working knowledge in field, able to work independently.
Decision Making: Makes decisions within position standards, generally applying defined guidelines and procedures. However, some interpretation may be required in dealing with exceptions, such as choosing from two or more pre-defined alternative courses of action.
Supervision Received: Works under general supervision for routine work. Detailed or specific instructions may be given for new activities or assignments.
Leadership: Works as an individual contributor. May participate in training less experienced staff.
Problem Solving/Operations/Direct Work Involvement: Applies knowledge to help solve moderately complex problems requiring independent thinking with direction.
Client Contacts: Contacts other departments and or external organizations or parties frequently. Contacts involve obtaining or providing information on matters which may be sensitive and or complex to interpret.
Additional Knowledge Skills and Abilities: Strong PC navigation skills. Proven analytical skills. Basic PC skills with the ability to enter a minimum of 90 keystrokes per minute within accuracy standards as reflected in the SHL PreVisor System – alphanumeric data entry test required.
Average mathematical skills and aptitude required. Excellent oral and written communication skills required.
Promotes a customer centric approach through friendly, courteous, polite, and empathetic approach, while being a creative, innovative, and resourceful, with an enthusiastic approach demonstrating pride in the job and company.
The Commerce Insurance Company - 14 months ago
When it comes to auto insurance, MAPFRE U.S.A. is all over the map, yet still localized. Formerly known as The Commerce Group, the...