Service Center Representative

Mechanics Cooperative Bank; Pittsfield (MA); On-site; USD 28,000 - 32,000; Full time

Job summary

Mechanics Cooperative Bank is seeking a Service Center Representative in Massachusetts to deliver friendly, professional service in-person and over the phone. You will handle calls, emails, and policy information while supporting Account Managers and backup front desk tasks.

The role requires a High School Diploma, good communication, and ability to multitask in a team environment. Travel up to 25% outside a 25-mile radius may be required; strong computer and phone skills are essential.

Qualifications

• High School Diploma.
• Ability to learn insurance work methods and procedures.
• Strong verbal communication with clients and staff.
• Self-motivated with problem-solving and prioritization skills.
• Willingness to travel up to 25% outside of 25-mile radius.
• Ability to sit, drive, bend, answer the phone, and use a computer.

Responsibilities

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in agency management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Skills

Customer service

Communication

Multi-tasking

Time management

Teamwork

Problem solving

Education

High School Diploma

Job description

Location:North Adams or Pittsfield Insurance Office

The pay range for this role is $20.00 to $23.50 an hour dependent upon qualifications and experience.

Job Summary:

Provide a friendly and helpful “first impression” for clients in-person and over the phone. Must be outgoing and team oriented. This multi-task position is mainly responsible for prompt, courteous, professional service to clients calling into the Agency.

Primary Responsibilities:

• Answer incoming calls and emails promptly and professionally.
• Manage time effectively to minimize wait times and maximize productivity.
• Process policy changes for Account Managers
• Resolve customer billing inquiries and service issues efficiently.
• Provide product, service, or policy information as needed.
• Log call details accurately in Agency Management system.
• Follow scripts or workflows when applicable.
• Escalate unresolved or complex issues to the appropriate department.
• Conduct outbound follow-up calls when necessary to ensure resolution.
• Notify customers of status updates, delays, or confirmations.
• Issue binders and proof of insurance to lenders.
• Backup to front desk coordinator during lunches and vacations.

Position: Service Center Representative

Reports to:Personal Lines Supervisor

Grade:102

Supervises:None

Secondary Responsibilities:

• Take payments from clients and post them on company websites.
• Stamp RTA’s and enter appropriate activities into agency management system.
• Assist Account Managers as needed.
• Backup to other processors when they are out of the office.
• Projects for clean-up or update of the computer system as needed.
• Any other duties which are required by management.

Qualifications:

• High School Diploma.
• Ability to learn insurance work methods and procedures.
• Ability to verbally effectively present information to clients, company, and agency staff.
• Ability to be self-motivated, provide problem-solving capabilities and prioritize multiple tasks.
• Commitment to the company’s culture and established service standards.
• Ability to deal with and show discretion in confidential matters.
• 25% availability to travel outside of 25-mile radius and report to any office.
• Ability to sit, drive, bend, answer the phone, and perform computer input.