Contact Center Business Technician

Arbella Insurance Group; Quincy (MA); On-site; USD 54,000 - 58,000; Full time

Job summary

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 role emphasizes root cause analysis, problem resolution, and continuous improvements to support internal and external customers and organizational initiatives.

Candidates will identify system and process anomalies, escalate appropriately, and collaborate across departments.

Qualifications

• 2–3 years customer service or claim experience in multiple lines of business.
• Strong interpersonal and communication skills with the ability to analyze problems.
• Highly detailed, organized, and capable of time management.

Responsibilities

• Understand operational processes and communicate clearly, written and verbally.
• Process complex transactions within established quality and productivity guidelines.
• Represent Operations during testing of new or existing system or vendor functionality.
• Analyze workflows and suggest process improvements to enhance customer satisfaction.
• Escalate system and procedural anomalies promptly and participate in the solution.
• Prepare periodic reports for management and monitor KPIs.
• Train teams on materials and contribute to projects as needed.

Skills

Customer service

Analytical

Time management

Communication

Problem solving

Job description

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:

2-3 years customer service or claim experience required in multiple lines of business preferred. Strong interpersonal skills, ability to adapt and work with a variety of people and learning styles. Analytical with a strong ability to recognize trends and problem solve. Highly detailed and organized, skilled in time management.

Our current reasonable and good faith estimate of the annual salary or hourly wage range for this position is approximately $54,000 ($28.65 an hour) - $58,000 ($30.77 an hour) based on a variety of factors including, but not limited to, relevant skills and experience, educational background and certifications, performance and qualifications, market demand for the role and other organizational needs.

Please note: The advertised pay range is not a guarantee or promise of a specific wage.