Operations Associate I (Hybrid, New Mexico)

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.

About the role

The Operations Associate supports customer accounts, contracts, and dealer relationships through operational, administrative, and customer service activities. This role processes transactions, services accounts, supports dealer operations, and responds to customer and partner inquiries in a structured, process-driven environment. 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.

Responsibilities

• Frontline Operational Processing
  • 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.
• Call Center & Customer / Agent / Dealer Support
  • 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.
• Account Setup & System Enablement
  • 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.
• Transactional & Financial Support Tasks
  • 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.
• Accuracy, Quality & Escalation
  • 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.
• Procedural Adherence & Skill Development
  • 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 efforts to enhance operational capability.
• Additional Responsibilities
  • Participate in special projects and perform other duties as assigned.

Requirements

• Education & Experience
  • High School Diploma or equivalent required.
  • Associate’s Degree preferred.
  • Prior experience in an operational, administrative, financial services, insurance, or service-oriented environment preferred.
  • Experience working in a structured, process-driven, or regulated environment preferred.
  • Equivalent combinations of education and relevant experience will be considered.
• Skills & Abilities
  • Strong attention to detail and ability to consistently execute complex, repeatable transactional work.
  • Ability to learn and apply detailed operational procedures, business rules, and system workflows.
  • Strong organizational and time management skills in a structured, deadline-driven environment.
  • Ability to manage multiple task types and shifting priorities while maintaining accuracy.
  • Ability to learn system workflows and navigate multiple operational platforms.
  • Sound judgment in recognizing issues that require escalation.
  • Intermediate proficiency in Microsoft Office applications.
  • Ability to work independently within established guidelines while remaining accountable to performance standards.
• Communication
  • Ability to communicate clearly and professionally with customers, dealers, agents, peers, supervisors, and internal business partners.
  • Ability to accurately document work and provide reliable information regarding operational processing.
  • Willingness to seek clarification and collaborate effectively to resolve issues.
• Customer / Client Focus
  • Demonstrates an understanding that operational execution directly impacts customer experience, dealer relationships, partner confidence, and brand reputation.
  • Approaches work with professionalism, accountability, and a commitment to service excellence.
• Decision-Making Skills
  • Ability to accurately apply documented procedures and understand established decision-making authority.
  • Recognizes when issues require escalation to mitigate risk and ensure appropriate resolution.
• Analytical Skills
  • Ability to review information for accuracy, identify discrepancies, and support resolution efforts under established guidance.
• Computer Skills
  • Strong computer proficiency, including Microsoft Office applications.
  • Ability to navigate multiple internal systems and technology platforms efficiently.
  • Comfortable working within system-driven workflows and data-centric environments.

Pay

The typical starting salary range for this role is $41,200 - $51,400 (non-exempt). Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Benefits

• Health & Wellness
  • $0 Premium Medical Plan Option: Employees earning under $75,000 who elect single coverage under the Super Value Plan enjoy $0 monthly premiums.
  • Comprehensive medical, dental, and vision insurance coverage under group plans.
  • Short-Term Disability (STD), Long-Term Disability (LTD), and Life Insurance.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA).
  • Various wellness programs.
• Financial & Retirement
  • 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions.
• Time Off
  • Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer, and sick time into one convenient bank of paid time off.
• Professional Development
  • Tuition reimbursement, leadership programs, and internal mobility opportunities.
• Additional Perks
  • Purpose-driven career with a focus on trust, collaboration, and inclusion.
  • Opportunities to contribute to social responsibility initiatives through Fundación Mapfre.