Operations Associate I (Hybrid, New Mexico

Operations Associate I (Hybrid, New Mexico)

Date:
Aug 5, 2026

Location:

Albuquerque, NM, US

Company: MAPFRE

Century Automotive Service Corporation headquartered in Albuquerque, New Mexico, is a nationally recognized leader in automotive F&I solutions, delivering innovative vehicle service contracts, GAP protection, warranty programs, and ancillary products through a network of more than 1,100 dealerships across the United States. As a trusted third-party administrator (TPA), Century provides comprehensive claims management, contract administration, compliance oversight, and reinsurance services, helping dealerships enhance customer satisfaction while driving profitability.

Backed by Mapfre's global strength and expertise, Century is committed to delivering exceptional customer experiences through efficient claims handling, industry-leading service, and tailored vehicle protection solutions.

The position follows a hybrid work schedule with three days in the office and two days remote, Monday through Friday from 9:30 am to 6:00 pm MT

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 work streams 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.

• 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…