Century Operations Associate I (Hybrid, New Mexico)

MAPFRE • Albuquerque, NM

9d • $41,200 - $51,400 • Hybrid

About The Position

The Operations Associate supports customer accounts, contracts, and dealer relationships through a variety of operational, administrative, and customer service activities. Working in a structured, process-driven environment, this role is responsible for processing transactions, servicing accounts, supporting dealer operations, and responding to customer and partner inquiries. This position supports multiple operational workstreams and serves as a key contact for customers, dealers, agents, and internal business partners. Success in the role requires strong attention to detail, the ability to manage multiple priorities, a commitment to accuracy, and a customer-focused approach to delivering exceptional service.

Requirements

• High School Diploma or equivalent required.
• Prior experience in an operational, administrative, financial services, insurance, or service-oriented environment preferred.
• Experience working in a structured, process-driven, or regulated environment preferred.
• Equivalent combinations of education and relevant experience will be considered.
• Strong attention to detail and ability to consistently execute complex, repeatable transactional work.
• Ability to learn and apply detailed operational procedures, business rules, and system workflows.
• Strong organizational and time management skills in a structured, deadline-driven environment.
• Ability to manage multiple task types and shifting priorities while maintaining accuracy.
• Ability to learn system workflows and navigate multiple operational platforms.
• Sound judgment in recognizing issues that require escalation.
• Intermediate proficiency in Microsoft Office applications.
• Ability to work independently within established guidelines while remaining accountable to performance standards.
• Ability to communicate clearly and professionally with customers, dealers, agents, peers, supervisors, and internal business partners.
• Ability to accurately document work and provide reliable information regarding operational processing.
• Willingness to seek clarification and collaborate effectively to resolve issues.
• Demonstrates an understanding that operational execution directly impacts customer experience, dealer relationships, partner confidence, and brand reputation.
• Approaches work with professionalism, accountability, and a commitment to service excellence.
• Ability to accurately apply documented procedures and understand established decision-making authority.
• Recognizes when issues require escalation to mitigate risk and ensure appropriate resolution.
• Ability to review information for accuracy, identify discrepancies, and support resolution efforts under established guidance.
• Strong computer proficiency, including Microsoft Office applications.
• Ability to navigate multiple internal systems and technology platforms efficiently.
• Comfortable working within system-driven workflows and data-centric environments.

Nice To Haves

• Associate’s Degree preferred.

Responsibilities

• Process and respond to claims-related inquiries, service requests, and internal operational questions.
• Perform inbox management activities, including triaging, assigning, and responding to routine requests.
• Execute upgrades, surcharges, and out-of-business (OOB) processing in accordance with defined procedures.
• Complete mapping requests and support DMS/menu notification updates.
• Research and resolve basic rating issues and assist with monthly dealer billing notices.
• Support dealer account reviews through data gathering, validation, and routine updates.
• Support real-time operational inquiries through both call handling and inbox-based request management.
• Handle inbound and outbound calls from customers, dealers, agents, and internal partners related to contract processing, account status, billing inquiries, and service requests.
• Provide accurate, timely responses to inquiries by referencing system data, contract details, and established procedures.
• Document call activity, updates, and resolutions within appropriate systems to maintain accurate records.
• Route complex or non-standard issues to appropriate operational teams or escalate as required.
• Maintain professionalism and adherence to service standards while managing call volume and handling time expectations.
• Assist with dealer and producer account setup, including creation of producer numbers and basic account configuration.
• Perform user setup activities, including access provisioning and maintenance within internal systems.
• Support sample rate card creation and maintenance based on defined inputs.
• Assist with portal-related tasks and system configuration updates.
• Support SLA tracking activities through accurate task completion and status updates.
• Process routine inbox items related to contract servicing and operational transactions.
• Support basic contract updates and rerate-related tasks under defined guidance.
• Assist with identifying unprocessed or unapplied funding and flagging items for review or escalation.
• Perform preliminary review of contract declines and prepare items for further handling.
• Adapt to shifting priorities and task assignments while maintaining accuracy and productivity standards.
• Build foundational knowledge across operational functions, systems, and workflows.
• Ensure all work meets defined accuracy, completeness, and service-level requirements.
• Identify errors, inconsistencies, or missing information and escalate in accordance with established procedures.
• Maintain accountability for the quality and integrity of completed work.
• Follow established procedures while identifying opportunities for clarification or improvement.
• Provide feedback to leadership regarding recurring issues, inefficiencies, or documentation gaps.
• Seek guidance when encountering unfamiliar or complex scenarios.
• Execute assigned operational tasks within defined workflows and established prioritization structures.
• Follow documented procedures without deviation and escalate scenarios that fall outside defined guidance.
• Participate in cross-training and process development efforts to enhance operational capability.
• Participate in special projects and perform other duties as assigned.

Benefits

• Comprehensive healthcare at no cost to you for employees earning under $75,000 who elect single coverage under our Super Value Plan.
• Tuition reimbursement
• Leadership programs
• Internal mobility opportunities
• Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.
• 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.
• Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.
• STD, LTD, Life Insurance, FSA, HSA and various wellness programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED