Customer Account Professional - Hybrid

At Arbella, were 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 thats diverse, inclusive, and equitable for everyone. Weve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential. Its no wonder our employees have voted Arbella one of the Boston Business Journals 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 Arbellas brand. They are the Voice of Arbella, building relationships, making connections, and providing superior customer service experiences. In this role, the individual works with our agents and customers to ensure proper coverages through an exceptional customer service experience. As a licensed agent this unique role handles all Arbella policy/billing inquiries and consults with customers on Arbella products and offerings that best meet their needs. This position serves as an extension of Arbellas independent agents and directly contributes to their customer retention and overall profitable growth. The Arbella Customer Account Professional is a licensed agent; comprehensive training and company sponsored agent licensing is provided by Arbella to have high-quality front-line representation for the Service Center. The Arbella Customer Account Professional understands our Agents overall business objectives and provides insureds with the exceptional customer service experience and advocacy our agents have come to expect from Arbella. Through total service consultation, Arbella Customer Account Professionals manage inbound customer inquiries and proactively reach out to customers to provide advice and direction to help mitigate risk (no cold calls). As part of an extended hours of operation, this position offers flexible scheduling and some incentives. 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 Arbellas 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 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. Check out some of the amazing benefits and programs we offer to all employees. Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $52,780 ($28.00 an hour) - $55,000 ($29.18 an hour) based on a variety of factors including, but not limited to, relevant skills and experience,. Please note: The advertised pay range is not a guarantee or promise of a specific wage. Voted Bostons Best Place To Work by the Boston Business Journal since 2009! People stay when they love a company and its cultureand our average tenure is over 11 years! We take care of our people with the same warmth and dedication that we do our customers. There is an energy here at Arbella. We are a people-first organization, and you feel that from the moment you walk in the door. Browse open positions and find your perfect fit.