ARC Service Specialist

Hub International Insurance•Riverside, CA

2d•Remote

About The Position

This role is about understanding insurance "accounting", and helping, teaching, and supporting our customers. Specialists provide frontline help, process critical payment requests and research complex issues with the goal of providing solutions. The Accounting Resource Center (ARC) is the Accounting Help Desk for the Hub Financial Center (HFC). The ARC’s customers include the regional servicing teams, regional leaders, and the regional finance teams. The ARC consists of the ARC Servicing and ARC Processing teams. The ARC Servicing team does not perform any accounting functions while the ARC Processing team does perform accounting functions.

Requirements

2 + years Property/Casualty Insurance Agency experience in Insurance Accounting (Agency Bill Carrier Payables, Cash Application), OR Commercial Lines Account Manager with heavy agency billing experience OR Insurance Accounting for a Carrier or Wholesale Broker directly related to working with agency bill payments and credits with retail agents.
High School Diploma Required
Strong understanding of Applied Epic and its workflows.
Excellent verbal and written communication skills.
Strong customer service skills and enjoy working with people.
Understand that teaching someone how to find the answers is more important than just providing the answer.
Strong critical thinking and problem-solving skills.
Good eye for detail.
Be able to work independently and provide results.
Work well with a remote team.
Must have a quiet, dedicated, and efficient home workspace.
Must reside within driving distance of a Hub office.

Responsibilities

Answering incoming calls, assisting clients with requests and escalating all other calls to the appropriate Tier level.
Respond to communications from Operations requesting assistance with Accounting related questions or issues.
Research “what went wrong” and be able to explain findings to key stakeholders.
Determine assistance needed and follow the path to resolution.
Follow up to make sure end-result is obtained.
Ensure that fields are completed correctly and timely in the ARC ticketing system.
Research discrepancies and clearly communicate to operations what is needed to resolve the discrepancy.
Prioritize and process all payment requests assigned according to SLAs.
Evaluate assigned payment requests to ensure billing in EPIC matches the carrier payable document to ensure accuracy.
Work with leadership to escalate or resolve complex discrepancies/cases.
Duties as otherwise assigned