Associate

Successful Associates demonstrate a strong foundation in service, professional development, and core competencies: 

Customer Advocacy & Service Orientation: 

Empathy and Patience: Displaying high levels of empathy and patience to effectively navigate and de-escalate customer interactions. 

Problem Resolution: Skillfully diagnosing and resolving routine customer issues with accuracy and efficiency. 

Collaboration & Teamwork: Actively supporting colleagues, maintaining a positive team-player attitude, and contributing to the overall team success. 

Sales Aptitude & Value-Add: 

Proactively identify opportunities to Value Add by enhancing a customer's policy or coverage (e.g., Gap Coverage, Essential Insurance, Assurance Plus). 

Product Knowledge (Proficiency Level): 

Core Lines: Full functional understanding of Personal Lines Auto coverages (Bodily Injury, Collision, Property Damage Liability, Underinsured Motorist, Personal Injury Protection, Comprehensive Coverage, Roadside Assistance, Rental Coverage, Deductible Dollars, Loss Key Replacement). 

Advanced Lines: Foundational understanding of Personal Lines Umbrella coverage. 

Risk Recognition: Ability to recognize specialized or excluded risks, such as potential Commercial, Pilgrim, or complex Home/Rental Risk scenarios, for escalation. 

Tools & Systems Mastery: 

Fluency in core operational systems: Policy Pro, Billing Pro, Polstar, FAB, Customer Directory, Agent Web, ImageWrite. 

Knowledge of specific external and supplemental systems: (MA) Registry of Motor Vehicles, eService Admin, and Hi Marley customer interaction platform.