First-Call Resolution Insurance Service Specialist

RiseMe; Webster (MA); Hybrid; USD 41,000 - 50,000; Full time

Benefits offered by this job

Paid Time Off

401(k) Plan

Medical Insurance

Wellness Programs

Job summary

Mapfre in the United States is hiring a Customer Service Specialist to support agency partners across Billing, Auto, and Property Services, delivering exceptional service and aiming for first-call resolution.

In this fast-paced, phone-based role you will use insurance knowledge and problem-solving skills to resolve inquiries, process endorsements when appropriate, and mentor others while maintaining high service standards.

Qualifications

• High School Diploma, GED, or equivalent.
• At least 1 year of customer service, call center, insurance operations, or related experience.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to analyze situations, make informed decisions, and provide solutions in a fast-paced environment.
• Proven ability to manage multiple priorities while maintaining a high level of service quality.
• Experience supporting one or more of the following areas: Insurance Operations, Call Center Operations, Claims Operations.

Responsibilities

• Deliver exceptional service through active listening, professionalism, and timely resolution of agent inquiries.
• Handle inbound calls related to Billing, Auto Services, Property Services, and basic Claims inquiries.
• Research issues, think critically, and make sound business decisions to resolve customer needs efficiently.
• Promote available discounts, programs, and value-added services to agents and customers.
• Take ownership of individual performance goals and leverage available tools and resources for success.
• Serve as a knowledgeable resource and mentor for less experienced team members.
• Participate in peer training and knowledge-sharing initiatives.
• Independently manage escalated calls and complex service situations.
• Embrace coaching and feedback as part of ongoing professional growth and career development.

Skills

Communication skills

Problem solving

Relationship building

Active listening

Education

High School Diploma, GED, or equivalent

Job description

Mapfre in the United States is hiring a Customer Service Specialist to support agency partners across Billing, Auto, and Property Services, delivering exceptional service and aiming for first-call resolution.

In this fast-paced, phone-based role you will use insurance knowledge and problem-solving skills to resolve inquiries, process endorsements when appropriate, and mentor others while maintaining high service standards.