Hybrid Contact Center Business Technician na Arbella

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.


The Arbella Contact Center Business Technician serves as a subject matter expert in a contact center regarding process, workflow, and the ownership of escalating and resolving complex issues. This individual is responsible for proper root cause analysis, problem resolution and continuous improvements. The ideal candidate is highly intuitive and can identify system and process anomalies; escalating issues appropriately. The Contact Center Business Technician position offers a unique understanding on how the different functions of the department work together to support our internal and external customers as well as organizational initiatives. This individual will be required to obtain a MA and CT Producer’s License if working in the Arbella Service Center.

Key Responsibilities

• Able to gain a strong understanding of operational processes and services, with the ability to clearly communicate in both verbal and written form

• Process complex transactions within established quality and productivity guidelines while maintaining or exceeding established Arbella service standards

• Might represent Operations during requirements and testing of new or existing system or vendor functionality

• Is available as an ongoing resource for questions

• Analyze workflows and suggest process improvements for job related procedures to advance our customer service and satisfaction

• Escalates system and procedural anomalies timely and appropriately while participating in the solution

• Analyze and correct internal and state agency error reports timely and accurately

• Incorporates new procedures to align with compliance changes

• Act as Subject Matter Expert for specific areas of responsibility on projects

• Tests and maintains current workflow documentation and procedures for areas of responsibility

• Conducts quality review of department with a focus on analyzing trends

• Appropriately prioritizes and distributes work to support department and business areas in maximizing production and key performance indicators

• Plan, analyze, evaluate, and implement solutions to improve the efficiency and quality of business processes and procedures to enhance the customer experience

• Prepare periodic reports for management, as necessary or requested

• Understand how to use data to interpret information, communicate findings and provide recommendations

• Able to effectively train complex materials while adapting to a variety of learning styles

• Actively contributes to or leads initiatives and/or projects

• Demonstrate sense of urgency and ownership with production issues.

• Contributes to department productivity as assigned or needed

Requirements:

Mass and/or Connecticut Property & Casualty License

Strong customer service experience with a consultative approach

Effective communication and interpersonal skills

Data entry proficiency and ability to multi-task in a face paced environment

Sound critical thinking skills, strong attention to detail and analytical skills.

Proficient time management and organizational skills

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