Contact Center Business Technician
Contact Center Business Technician
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Job Description
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.
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 Producers 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
Required Experience:
IC
Employment Type
Full-Time
