Customer Service Representative

Position Overview

The Customer Service Representative (CSR) role offers an exciting and dynamic opportunity to work in a fast-paced environment within the Customer Service Department of a Property and Casualty Insurance Company.
The CSR plays a vital role in building and maintaining strong relationships with customers and agents, ensuring exceptional service through professional, effective, and diplomatic communication. This role directly impacts customer satisfaction and strengthens the company’s reputation.
The ideal candidate will exhibit accountability, teamwork, professionalism, and proactive problem-solving while demonstrating integrity and a commitment to customer service excellence.
Initial training for this role will be onsite. There is an option for a hybrid work schedule when the introductory training period concludes, with in-office days on Tuesdays & Thursdays, with the third day to be discussed with your manager.

Key Responsibilities

• Customer Communication & Support

  • Handle inbound and outbound calls in a professional, courteous, and confident manner.
  • Clearly explain complex insurance concepts to insured customers and agents.
  • De-escalate negative situations with professionalism, patience, and maturity.
  • Ask probing questions to fully understand customer concerns and provide accurate solutions.
  • Build and maintain strong relationships with internal departments to enhance customer support.
  • Manage high-pressure, time-sensitive customer inquiries effectively.

• Product & Policy Knowledge

  • Develop a comprehensive understanding of company billing, claims, and underwriting procedures.
  • Stay informed on policy payment plans and coverage options across different products.
  • Use mathematical reasoning to anticipate policy change outcomes.
  • Identify and resolve billing discrepancies in collaboration with the Accounting Department.
  • Understand claims handling procedures, policy coverages, and endorsements to provide accurate information.
  • Gather necessary claim details to properly handle inquiries or transfer calls efficiently.
  • Assist agents with troubleshooting common quoting issues.
  • Ensure adherence to company policy reinstatement guidelines.
  • Differentiate between company-handled and agency-handled topics to direct inquiries appropriately.
  • Identify potential underwriting or claims process issues and escalate as necessary.

• Problem-Solving & Issue Resolution

  • Independently resolve customer and agent inquiries within company guidelines and service expectations.
  • Analyze trends in customer concerns and report findings to management.
  • Take initiative to identify, recommend, and implement improvements in customer service processes.
  • Adapt to changing policies and procedures, ensuring compliance and best practices.
  • Provide clear and accurate explanations of company processes to customers.
  • Process account changes and corrections based on customer requests.

• Technology & Virtual Communication

  • Proficient in using Microsoft Office Suite and window-based PC applications.
  • Capable of using virtual meeting applications for training, coaching, and collaboration.
  • Comfortable learning and utilizing new systems and technology for customer interactions.
• Professional Development & Team Collaboration
  • Actively participate in training and coaching sessions from management and senior team members.
  • Maintain a team-oriented mindset, offering support to colleagues when needed.
  • Take direction and execute recommendations from management efficiently.

Qualifications

• Education: 4-year degree preferred but not required.
• Experience
  • Prior customer service experience is preferred but not required.
  • At least 2 years of experience using Microsoft Office (Word, Excel, Outlook, etc.).
  • The company is willing to train candidates who meet the education and experience requirements through on-the-job training and our fully funded Tuition Reimbursement Program.
• Skills & Competencies:
  • Excellent verbal communication skills with a positive, customer-focused tone.
  • Strong problem-solving and critical-thinking abilities.

Initial training for this role will be onsite. There is an opportunity for a hybrid work schedule when the introductory training period concludes.

POSITION SUMMARY:

The Complex Auto Claims Representative is responsible for the investigation, evaluation, negotiation and settlement of personal and commercial automobile first party physical damage and third-party property damage insurance losses.  This position initiates contact with injured parties to obtain claim information and establish potential exposure.  Handles complex PD claims involving several parties.  The Complex Auto Claims Representative handles and responds to arbitrations, large losses, 93A demands and suit papers. This position assumes the handling of automobile physical damage claims, to include complex coverage issues, policy limit exposures, and pre-suit. 

PRINCIPAL ACCOUNTABILITIES

Job Knowledge

• Evaluates coverage, investigates and determines liability.
• Negotiates and settles property damage claims and applies comparative negligence where warranted.
• Conducts recorded statement interviews.
• Refers cases of suspected fraud to the Special Investigation unit.
• Applies knowledge of company processes and procedures to explain requirements to callers.
• Maintains self-control in difficult situations.
• Handles all returned company claim checks and checks made payable to the company in a timely fashion.
• Responds timely to demands in an appropriate manner.
• Maintain well-documented and organized claim files and efficiently manage file inventory.

Judgment

• Take the initiative to bring claims to a reasonable and appropriate resolution in a timely fashion using sound conflict resolution tactics.
• Analyze and interpret policy language and case law in conjunction with specific loss facts to reach appropriate coverage decisions.
• Orchestrate the investigations of losses with external experts when appropriate.

Determine coverage and liability in a prompt and judicious manner based upon the information at hand, demonstrating effective critical/strategic thinking and sound decision making.

• Clearly and professionally write correspondence, including letters/emails to attorneys in compliance with various state statutes and regulations.
• Demonstrate reliability and dedication to fully execute responsibilities of the role.

Make sound decisions with imperfect information.

Direct and control the activities and costs of outside vendors.

Identifies potential fraud and opportunities for potential subrogation or risk transfer.

Communication, Relationship Building and Teamwork

• Possesses and demonstrates professional conduct, sharing their knowledge with others, collaborating with internal and external business partners, counsel, and other important stakeholders.

Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.

Effectively present and discuss loss facts and issues in discussion to peers and members of management.

• Presents appropriate claims during file conference to gain insight, guidance, and authority to resolve claims based upon their merits.
• Approach difficult conversations in a well-prepared, professional manner.
• Create and maintain a positive work environment and culture built upon teamwork and collaboration.
• Foster positive, constructive working relationships within the Company and with assigned counsel and experts.

Technology & Information

• Safeguard systems and information within the scope of work against misuse, fraud, malware, and cyberattacks.

• Maintain strict confidentiality with sensitive information.

• Utilize resources provided by the Company to appropriately adjudicate claims.

• Participates during user acceptance training, providing specific feedback to the implementation team on gaps requiring attention.

JOB REQUIREMENTS:

EDUCATION:

• Bachelor’s degree or equivalent experience.
• Associate in Claims (AIC) preferred
• Must obtain and maintain CT, RI and all required state adjuster licenses

EXPERIENCE:

Minimum of 1 to 2 years handling auto physical damage claims or prior insurance experience.

SKILLS:

Superior verbal and written communication skills, with the ability to clearly articulate coverage and liability determinations in a prompt, professional, and courteous manner

Strong interpersonal and negotiation skills to achieve quality claim resolutions

Skilled in managing multiple priorities and claim-related issues simultaneously, maintaining attention to detail and meeting deadlines in a fast-paced environment

 Proficient in independently reading, interpreting, and applying insurance policies, relevant laws, and regulations (including comparative negligence statutes) to make informed decisions and ensure compliance

Knowledge of liability automobile policies and state-specific regulations (CT, MA, RI)

 Familiar with company policies and procedures pertaining to processing liability automobile and complex auto claims

Intermediate proficiency with Windows-based PC applications, including Word, Excel, and email

 Superior organizational skills and collaborative thinking, with a natural emphasis on teamwork and strategy

Demonstrates strong initiative, responsibility, and work ethic

Must obtain required licensing within six months of hire

Director Human Resources

POSITION SUMMARY:

The Director of Human Resources (HR) at Quincy Mutual Group will provide leadership and coaching to support company leaders in achieving corporate objectives and business goals. Reporting to the Vice President of Human Resources, this position is responsible for key HR functions across Quincy Mutual and subsidiary companies including employee total rewards, talent development / performance management, talent acquisition, and HR operations / compliance. The successful candidate will be integral to fostering a positive workplace environment in line with our mission of providing a gratifying and rewarding workplace.

PRINCIPAL ACCOUNTABILITIES:

• Planning and Delivery
  •Drive the achievement of strategic goals by setting and maintaining high performance standards for self and staff.
  •Partner with HR Manager and VP to enhance efficiency and management of monthly, quarterly, and annual deliverables for payroll, benefits programs, audits, and reporting including identifying opportunities to better use technology.
  •Partner with HR Manager to oversee daily administration of the company’s Defined Benefits Retirement Plan and Defined Contribution (401(k)) plans including partnering with outside vendors, ensuring compliance with ERISA/IRS., and facilitating employee communications/training.
  •Direct ongoing talent acquisition activities, promoting efficiency and candidate experience.
• Business Insight and Analytics
  •Assess market competitiveness of compensation and benefits programs, making recommendations for adjustments and implementing changes.
  •Oversee staff compensation processes, ensuring compliance with relevant tax and legal requirements.
  •Identify opportunities to enhance talent development programs or establish new programs to improve employee core competencies and build succession talent pipelines.
  •Evaluate and manage vendor contracts for recruiting, welfare benefit plans, and talent development programs.
  •Understand and be accountable for current department metrics / KPIs used to measure performance. Recommend / develop additional KPIs.
  •Understand and effectively consider the department / company data elements critical to managing workflow in role.
  •Make strategic decisions that drive business results and adapt to changing business needs.
• Communication and Relationship Building
  •Communicate company policies, procedures, and programs to employees and management effectively flexing style and communication channel based on audience.
  •Oversee weekly corporate communication to employees, identifying opportunities to promote engagement and knowledge sharing.
  •Partner with department leaders to build and maintain recruitment and staffing plans to attract top talent, promoting the company’s Employee Value Proposition.
  •Understand the voice of internal customers/stakeholders and proactively share information to drive better outcomes.
  •Provide coaching to leaders and employees to resolve performance management situations.
  •Demonstrate emotional intelligence and deliver difficult messages with empathy and professionalism.
  •Establish and maintain strong relationships with stakeholders and promote effective communication at all levels.
• Leadership
  •Provide strategic and operational guidance on HR programs.
  •Promote and support diversity of thought at a team level and in interactions across the organization.
  •Promote a culture of continuous improvement and learning within the HR team providing regular coaching and feedback.
  
  

JOB REQUIREMENTS:

• Experience
  •10+ years of HR experience including at least 3 years in senior a role, managing a team.
  •Broad HR experience in total rewards, talent acquisition, talent development, payroll and HRIS.
  •Strong operational track record in managing HR programs and strategic planning.
• Education
  •BS/BA in Human Resources, Business Administration, or a related field.
  •Master of Business Administration or Human Resources and SPHR a plus.
• Skills
  •Strong knowledge of payroll/ HRIS, compensation programs, and IRS regulations. And federal and state employment laws (MA and ME).
  •Excellent verbal, written and presentation skills.
  •Strong analytical reasoning and creativity.
  •Experience with MS Office including creating presentations and spreadsheets.
  •Strategic thinking with strong business, analytical, and communication skills.
• Values
  •Ethical behavior and integrity in all situations.
  •Commitment to maintaining a positive workplace environment.
  •Approach work with enthusiasm and determination, demonstrating resilience and persevering through challenges

POSITION SUMMARY:

The Commercial Lines Product Development Senior Business Analysist II position requires a broad range of expertise related to developing new or enhanced insurance products, pricing and rating strategies, system improvement and functionality, and filing and regulatory compliance in the commercial insurance sector. The Senior Business Analyst II collaborates with various departments, including underwriting, claims, IT, and actuarial to solicit new products and ensure a shared understanding of business requirements and project objectives.
This position currently follows a hybrid work schedule, with three in-office days. Tuesday and Thursday are Company anchor days, and the third day will be worked out with your manager.

PRINCIPAL ACCOUNTABILITIES:

• Project Management
  Manage multiple projects with diverse scopes, ensuring timelines and deliverables are met.
  Product Development
  Development of commercial lines insurance products by conducting comprehensive market research, identifying customer needs, and assessing emerging industry trends.
  Collaborate with cross-functional teams, including underwriters, actuaries, claims professionals, and legal/compliance experts, to design and create innovative and competitive commercial insurance products.
  Define product features, coverage options, policy terms, and conditions that align with market demands and company objectives.
  Maintain up to date knowledge of ISO’s rates, rules, forms, to recommend new product or pricing opportunities.
  Stay up to date with commercial lines insurance regulations, compliance requirements, and industry best practices to ensure product designs, pricing strategies, and system configurations adhere to legal and regulatory guidelines.
  Review and approve rate, rule, and form changes to file with the appropriate state insurance department.
  Execute a detailed specification plan to IT for programing changes.
• Pricing Strategies
  Partner with actuarial to develop and implement pricing strategies for commercial lines insurance products, considering risk factors, loss experience, and actuarial analysis.
  Work with actuarial to review analytic models for performance improvement.
  Analyze pricing models, underwriting guidelines, and market competition to ensure profitability targets are met while maintaining competitive pricing.
  Drive the annual scheduled rate reviews and filing implementation.
  Present to underwriting, actuarial, and marketing the necessary price changes by business segment and the market dislocation that may result utilizing the product development rate review model.
• Data Analysis
  Analyze data related to claims, underwriting, losses, and market trends to derive insights and inform product development and pricing decisions.
  Work with actuarial on predictive analytics opportunities to identify patterns, assess risk exposure, and develop pricing strategies.
  Utilize rate models pricing models and tools to support data-driven decision-making.
• Systems
  Assess the effectiveness of existing systems and technology infrastructure used in commercial lines product development, pricing, underwriting, and policy administration. Identify opportunities for system enhancements, process automation, and data integration to improve operational efficiency and accuracy.
  Collaborate with IT teams and vendors to implement system upgrades, integrations, and enhancements, ensuring seamless workflows and data integrity across various systems.
  Collaborate with IT to define test plans, test cases, and test scenarios.
  Participate in system testing, user acceptance testing, and regression testing to ensure the quality of deliverables.
  Analyze and resolve defects or issues identified during testing phases.
  Provide support during implementation, including user training and post-implementation support.
• Strategic Planning
  Drive strategic guidance and insights to senior management based on market research, pricing analysis, and product performance evaluations.
  Collaborate with cross-functional teams to ensure alignment and effective implementation of product development, pricing, and system initiatives.
• Reinsurance
  Develop an understanding of Quincy Mutual’s reinsurance rating, protection, pricing, and contract process of Treaty, CAT, Equipment Breakdown, Cyber and EPLI.
  Deliver requested data to company reinsurance officer.
  Participate in reinsurance meetings.
  Relationship Building and Business Development
  Foster strong relationships with internal and external stakeholders, including executives, underwriters, IT, marketing, vendors, and regulatory bodies.
  Collaborate closely with cross-functional teams to ensure alignment and effective implementation of product development, pricing, and systems initiatives.
  Communicate product updates, pricing strategies, and system enhancements to stakeholders, providing clear and concise information.
• Training
  Communicate product updates, enhancements, and new offerings to internal teams and external stakeholders. Provide training and support to ensure a clear understanding of the product’s features and benefits.
  Provide support during implementation, including user training and post-implementation support.
  Provide training and guidance to end-users on new systems, processes, and tools to ensure smooth adoption and proficiency.
  Create and update BOP manuals and Agent manuals annually.
• Business Insight, Analytics and Process Improvement
  Proficiency in using models and predictive analytics to forecast the impact of rate changes on business profitability and growth.
  Partner with actuarial to utilize advanced data analytics, statistical modeling, and predictive analytics to generate insights and drive informed decision-making. Perform analysis of data related to claims, underwriting, losses, and market trends to identify patterns and opportunities.
  Apply data-driven insights to enhance product offerings, pricing strategies, and operational efficiency.
• Additional Accountabilities
  Assist Product Development Manager in Ad Hoc projects and research outside those responsibilities outlined above.

JOB REQUIREMENTS:

• Education
  •Bachelor’s Degree
  •Professional designation of Chartered Property Casualty Underwriter is preferred.
• Experience
  •10-15 years commercial insurance industry experience in product development, underwriting, or operations fields.
• Skills
  •Strong knowledge of Businessowners, Commercial Auto, and Commercial Package lines.
  •Expertise in underwriting processes, policy forms, and pricing methodologies.
  •Experience analyzing market trends, competitive research, and product performance.
  •Advanced Excel skills, including Pivot Tables and VBA programming.
  •Proficiency with WINS-based systems, rating engines, and data analytics tools.
  •Ability to collaborate with stakeholders and align strategies with business goals.
  •Excellent communication skills to convey complex information and deliver training.
  •Familiarity with insurance laws, regulations, and compliance standards.

POSITION SUMMARY:

The Facilities and Mail Services Coordinator plays a key role in maintaining the safety, functionality, and operational efficiency of the building and mailroom. This position is responsible for executing preventive maintenance, repairing equipment and building systems, assisting with mailroom operations, and ensuring a clean and safe environment. The role also includes the ability to respond to emergency maintenance calls during off-hours.

PRINCIPAL ACCOUNTABILITIES:

Job Knowledge:

• Demonstrates a solid understanding of HVAC, plumbing, and electrical systems maintenance.
• Proficient in standard procedures for building upkeep, repairs, and safety compliance.
• Familiar with operating mailing equipment, including inserters and mailing machines.
• Understands preventive maintenance strategies and troubleshooting techniques.

Judgement:

• Assess maintenance and repair situations to determine urgency and the most effective course of action.
•  Prioritize tasks based on safety, operational impact, and time sensitivity.
•  Exercise discretion when handling sensitive building or personnel-related information.
• Make informed decisions independently during off-hour emergencies or unexpected equipment failures.
• Use company resources responsibly and in alignment with organizational goals and policies.

Communication, Relationship Building and Teamwork:

• Report facility-related issues and safety concerns promptly to the Facilities Manager.
• Collaborate effectively with facilities and mailroom staff to support operational continuity.
• Communicate clearly with internal departments and external service vendors when necessary.
• Foster a team-oriented environment by actively supporting coworkers and sharing knowledge to ensure smooth daily operations.

Delivery and Productivity:

• Perform routine inspections and preventative maintenance on facility systems to prevent breakdowns.
• Execute timely repairs on HVAC, plumbing, electrical systems, and general building infrastructure.
• Maintain cleanliness in shared areas, restrooms, and workspaces.
• Assist with snow removal efforts in coordination with landscaping teams.
• Ensure all maintenance tasks are completed in compliance with safety guidelines and procedures.

Analysis/Business Insight/ Compliance:

• Track maintenance activities using computer-based logs and records.
• Monitor trends in repair frequency or system breakdowns to support preventative strategies.
• Assist in inventory management of maintenance supplies and mailing equipment consumables.

Leadership:

Demonstrate ownership of responsibilities and take initiative in identifying and solving facility-related issues.

Serve as a reliable team member by responding to off-hour emergencies as needed.

Maintain high standards of workplace safety and influence others by example.

JOB REQUIREMENTS:

EDUCATION:

High school diploma or equivalent required.

Technical training or certifications in HVAC, electrical, or plumbing a plus.       

EXPERIENCE:       

 Prior experience in facility maintenance or a similar role preferred.

Hands-on experience with mailroom equipment, such as inserters and mailing machines, is advantageous.

SKILLS:                      

Proficient in basic plumbing, electrical, and HVAC systems.

Able to operate mailing equipment and sort mail numerically.

Strong troubleshooting and problem-solving abilities.

Physical stamina to perform lifting, climbing, standing, and manual tasks.

Basic computer skills for logging maintenance work.

Effective time management and communication skills.

Quincy Mutual is committed to giving back to the community. Together with our employees and charitable partners, we strive to make a positive impact on the community.



Resumes and inquiries may be submitted:
via email to:
talentacquisition@quincymutual.com

via fax to:
617-770-5206

via mail to:
Quincy Mutual Fire Insurance Company
Attn: Human Resources
P.O. Box 690392
Quincy, MA 02269-0392


Thank you for your interest in working for Quincy Mutual. We are an Equal Opportunity Employer.



 
    
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