• ISC Service Rep (Hybrid or Remote)

    MAPFRE Insurance (Webster, MA)


    ISC Service Rep (Hybrid or Remote)

     

    Date: Jul 25, 2025

    Location:

    Webster or Remote, MA, US

    Company: MAPFRE

    ** Active P/L Producers License is required **

     

    Position is Hybrid, within a commutable distance to Webster, MA (3 days in office / 2 days remote)

    Will consider fully remote candidates with active P/L license

    **Hours:** Initial **remote** training hours will be Monday thru Friday, 8:00 a.m. to 4:30 p.m. ET, and will last approx. 7-8 weeks. Once training is completed, hours will shift to Monday thru Friday, with flexible hours between 8:00 a.m. and 8:00 p.m. ET, with a hybrid schedule for those within a commutable distance to our Webster Campus. In addition, working one (1) Saturday per quarter will be required, with hours being 9:00 a.m. to 3:00 p.m. ET, remote.

     

    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.

     

    _Higher graded positions available commensurate with experience_

    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.

    **Nearest Major Market:** Worcester

    **Job Segment:** Call Center Representative, Customer Service Representative, Call Center, Customer Service