Customer Account Professional - Hybrid

Customer Account Professional

At Arbella, we're focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, competitive salaries and exceptional benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company. Other perks include:

• On-site gym and fitness classes and one-on-one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full-service cafeterias
• Free shuttle service to Quincy Adams T Station
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and Inclusion Council, and more
• A company committed to community: volunteer opportunities, employee-led community efforts, and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development programs
• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that's diverse, inclusive, and equitable for everyone. We've created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential. It's no wonder our employees have voted Arbella one of the Boston Business Journal's "Best Places to Work" every year since 2009!

The Customer Account Professional is an individual who understands and supports our commitment to exceptional service consistent with Arbella's brand. They are the "Voice of Arbella", building relationships, making connections, and providing superior customer service experiences.

Key Responsibilities

Sensitive to the needs of our agents and customers, acts in a consultative manner to address the needs of all policy matters, while delivering paramount customer service.

Manages customer interactions across multiple communication channels in an effort to assist insureds with underwriting of their policies, answer and process billing inquiries and make policy changes as needed.

Educate and advise insured including, but not limited to: identifying risk exposures, explaining coverages and types of policies, suggesting specific coverage enhancements, confirming recommendations in writing when appropriate and resolving general customer inquiries.

Identifies and recommends beneficial coverage enhancements, and works within appropriate underwriting authority and agency preference.

Manages agent interactions across multiple communication channels and collaborates with agents and management to understand business objectives and includes these objectives to deliver outstanding customer service.

Responds to agent preferences in all aspects of underwriting campaigns and maintains high level of service with each interaction.

Maintenance of client files and/or automated account records in an accurate and orderly fashion within acceptable standards set by agency management. This includes supporting the processing of new business, rewrites, conversion business, endorsements, cancellations and renewals. Performs a variety of policy maintenance activities to support the customer relationship.

Respond to existing clients to identify both new and/or additional insurance needs, recommend coverages, calculate and quote premium rates for recommended protection, explain policy features & benefits, present options and upgrades and provide an overall analysis of protecting the individual property & casualty exposures.

Skillful in client relationship management and able to effectively harbor these relationships to meet or exceed productivity and quality targets.

Review all applications, renewal requests and endorsement compliance with underwriting authority and guidelines.

Completes outbound calls to obtain necessary information for policy transactions, renewal opportunities and coverage counseling.

Collaborates with other stakeholders to understand trends, compliance and other requirements

Requirements

• Maintains Property & Casualty licensing requirements for all states in Arbella's footprint. Training and company sponsored agent licensing is provided.
• Excellent customer service, communication and collaboration skills.
• Sound customer service work experience
• Strong time management skills with attention to detail

This career opportunity starts around $26.00 per hour, or more, depending on skills and work experience. We value work-life balance, so our work schedule is 36.25 hours per week. All Arbella employees are eligible for a profit share bonus program, exceptional benefit and wellness programs, career development, flexible schedules and much more.