Customer Service Representative

Job Description

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.

This opportunity is a hybrid role (after completion of training) based in our Presque Isle, ME office and reports to the Customer Service Supervisor.

As a Customer Service Representative, you will:

• 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 MaineGate). 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.

 
What You Bring: 

• 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.
  

Essential Functions: 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 law, reasonable accommodations will be made to support individuals with disabilities in performing the essential functions of their job provided that such accommodations do not impose an undue hardship on the business. The organization will engage in an interactive accommodation process as needed.

Compensation Range: The anticipated annual salary range for this position is $21-$23/hour. This position may be filled at different levels depending on the candidate's experience and qualifications and the final title, level, and compensation will be determined based on the selected candidate's qualifications, experience, skills, and overall fit for the role. Compensation decisions are made in alignment with internal equity and market considerations.

Why MMG Insurance?
At MMG Insurance, we're committed to helping our employees build meaningful careers while maintaining a healthy balance between work, family, and community involvement. We offer a competitive total rewards package designed to support your professional growth, financial well-being, and overall health.

Benefits Highlights:

• Up to 7% employer contributions into a 401(k) retirement plan
• Short-Term Incentive Bonus Plan
• Comprehensive medical, dental, and vision insurance
• Generous paid time off and company holidays
• Tuition assistance and professional development opportunities
• Community involvement opportunities supported by MMG's commitment to giving back
  

Equal Opportunity Employer
MMG Insurance is an Equal Opportunity Employer. We are committed to creating an inclusive workplace where all qualified applicants and employees are treated with respect and dignity. Employment decisions are based on business needs, job requirements, and individual qualifications without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, military service, or any other status protected by applicable federal, state, or local law. MMG Insurance is committed to providing reasonable accommodation to qualified individuals with disabilities and to applicants throughout the recruitment process.