Customer Account Professional - Hybrid
Arbella Insurance Group is focused on providing exceptional service and a supportive work environment. The Customer Account Professional will build relationships and deliver superior customer service experiences while managing customer interactions and assisting with policy matters. 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 Skills Maintains Property & Casualty licensing requirements for all states in Arbella's footprint Excellent customer service, communication and collaboration skills Sound customer service work experience Strong time management skills with attention to detail Benefits 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 Exceptional benefit and wellness programs Career development Flexible schedules Company Overview Voted a Boston Business Journal Best Place to Work since 2009! Founded in 1988 in Quincy, Massachusetts, Arbella provides affordable car, home, and business insurance in Massachusetts and Connecticut, and business insurance in New Hampshire and Rhode Island. It was founded in 2005, and is headquartered in Quincy, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship Arbella Insurance Group has a track record of offering H1B sponsorships, with 6 in 2025, 5 in 2024, 1 in 2023, 4 in 2022, 2 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.