Account Services Director

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Position Summary:

The Account Service Director serves as a critical partner to the Underwriting team and is a key contact for internal partners, servicing brokers, and other key stakeholders. This position directs service delivery for assigned multi-line accounts through cross-functional teams. The position handles complex tasks and escalated issues across all lines of business. The Account Service Director determines the appropriate course of action for various processes and serves as Service Delivery Lead for secondary lines written through other business units. Through demonstrated leadership skills and technical expertise, the Account Service Director will provide training to colleagues, assist with problem resolution, work distribution, and/or perform quality assurance. The Account Service Director utilizes LEAN principles and methodology to continuously improve processes and procedures to enhance the customer experience.The Account Services Director will support across NAC, Middle Market Construction, and Specialty business. This role will sit 100% remote.

Responsibilities and Accountabilities:

• Responsible for directing and coordinating service delivery on assigned account portfolio
• Key Point of Contact for Internal Business Partners and other internal stakeholders involved on the account
• Serves as a Key Contact for servicing brokers and provides a differentiated customer service experience through regular interactions
• Handles complex tasks or escalated issues including: Account review and triage, policy issuance, rating preparation, billing, CRITs resolution, etc.
• Serves as Lead and Subject Matter Expert to other Underwriting Operations teams, providing direction, problem resolution, work distribution, training and/or quality assurance as needed
• Develops and nurtures strong relationships with key partners (Underwriters, Operations, Global Service Operations, IT, etc.)
• Adheres to compliance and regulatory standards and maintains account files and documentation
• Participation in projects, as needed

Required Skills and Abilities:

• Commercial Account Service experience/prior relevant insurance industry experience (multi-line, admitted commercial P&C experience highly desired)
• Demonstrated expertise in Workers Compensation, Auto, General Liability, Umbrella, Excess Liability
• Strong customer service orientation with an ability to operationalize customer needs
• Self-Directed, prone to action, and able to manage competing demands
• Demonstrated resource for colleagues with ability to influence outcomes
• Strong ability to develop and nurture relationships with key partners (Underwriters, Operations, Global Service Operations, IT, etc.)
• Effective Communication Skills / Written and Verbal
• Ability to work in a fast-paced work environment

Education and Experience:

• 5+ years’ experience working in same or related field preferred
• Bachelor’s degree and/or Insurance designation preferred
• Proficient in Microsoft Office Suite. Knowledge of SmartSheets, ImageRight, other insurance platforms desired (PolicyWriter, Policy Decisions, other insurance policy issuance platforms)

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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$61,900 - $96,165/year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.

• Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn’t the right fit but you’re interested in working for Arch, create a job alert! Simply create an account and opt in to receive emails when we have job openings that meet your criteria. Join our talent community to share your preferences directly with Arch’s Talent Acquisition team.

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