United States onlyPosition is Hybrid, within a commutable distance to Webster, MA (2 days in office/3 days remote). Will consider remote.
Job Summary
Schedule/Hours: Monday through Friday, 8:00 a.m. to 4:30 p.m. EST while in training. Once training is complete, regular work schedule will be 8:30 a.m. to 5:00 p.m. EST.
As An Auto Damage Claim Rep, you will be responsible for adjusting 1st party Express claims for Auto Physical Damage through screening losses, determining coverage exposures, and settlements.
- Communication - Assure written and verbal communications are timely, professional and empathetic.
- Customer Service – Deliver service to customers and agents aligned with contribution to the Departmental tNPS score
- Telephone Management - Effectively manage ACD telephone system/features by complying with message retrieval, Log In/Log Out, AUX and ACW expectations and standards.
- Contact - Ensure all parties involved in a loss are contacted to identify claim exposures.
- Programs – Maximize utilization of preferred vendors and repair/appraisals channels.
- Complaint Resolution - Take steps to avoid consumer complaints such as AG or DOI and mitigate bad faith allegations. Ensure timely and comprehensive responses to complaints with supervisory oversight.
- Fraud Identification - Identify potentially fraudulent claims for transfer with Supervisory input.
- Embrace and effectively manage a team centric approach
Knowledge, Skills and Abilities
Education: Associate's Degree and 1-3 years experience.
Experience:0 - 1 year experience with Bachelor's Degree
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.
Additional Knowledge, Skills and Abilities
Excellent customer service and interpersonal skills are required.
Effective verbal and written skills are necessary.
Ability to work in a fast a paced environment.
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 [email protected].
We are proud to be an equal opportunity employer.
