Customer Service Representative

We’re looking for a Customer Service Representative to be a trusted point of contact for our agents, policyholders, claimants, and other customers. In this role, you’ll provide timely, accurate support across policy servicing, billing, claims intake, quoting, data entry, and basic technical assistance—all while delivering the courteous, responsive service that helps strengthen MMG’s customer and agency relationships.

We’re looking for a Customer Service Representative to be a trusted point of contact for our agents, policyholders, claimants, and other customers. In this role, you’ll provide timely, accurate support across policy servicing, billing, claims intake, quoting, data entry, and basic technical assistance—all while delivering the courteous, responsive service that helps strengthen MMG’s customer and agency relationships.

• Talks with insurance agents, policyholders, claimants and representatives of financial institutions (aka “customers”) via the telephone. Answers questions, receives requests for policy changes, and key into the computer system.
• Provides accurate billing and/or cancellation information to customers, and other entities, as needed. Processes customer credit card payments received via the telephone.
• Provides claims status information and sets up all reported First Notices of Loss.
• Prepares insurance policies for the issuance of new, renewal and endorsed policies, determining if the endorsement request or other transaction type requires referral to the underwriting, claims or accounting departments.
• Performs data entry for cancellations for non-payment of premium, cancellations for underwriting reasons and cancellations requested by insureds. Processes Direct Notices of Cancellation (DNOC) and Direct Notices of Non-Renewal (DNNR).
• Prepare quotes for agents and underwriters. Answer questions and inform agents and customers of billing amounts and due dates created by processing changes requested.
• Verifies non-imaged policies for accuracy. Identifies errors on imaged applications and endorsement requests and routes appropriately.
• Provides basic technical support to customers and agents utilizing MMG’s on-line services (MyMMG and Maine Gate). Provides e-mail responses to inquiries or feedback received from customers via MMG’s public website and/or MyMMG registered policyholders.
• Develops and maintains Company/Agency relations through the delivery of friendly, courteous, prompt service.

• 1-2 years' experience in a customer service-based role with experience providing customer service over phone and email preferred.
• Strong professional judgement, phone skills and decision-making ability.
• Possess strong typing and computer skills while maintaining telephone conversation.
• Strong attention to detail.
• Ability to prioritize and multi-task.
• Works cooperatively and productively with employees.

The essential functions of this position include providing support over the phone to customers, providing billing information and processing payments, and performing data entry. These duties require strong communications skills over the phone, proficiency with the computer and Microsoft Office and organization and multi-tasking skills. This position is primarily performed in an office or remote work environment and requires prolonged periods of sitting and computer use.

The role involves frequent verbal and written communication, participation in virtual and in‑person meetings, and occasional travel to client or company locations. Consistent with applicable…