Operations Business Technician

Arbella Insurance Group•Quincy, MA

1d•$55,000 - $58,000•Onsite

About The Position

The Arbella Operations Business Technician serves as a subject matter expert in an Operations policy or billing area 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 Operations 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. The Arbella Operations Business Technician works closely with the Operations Team Managers as well as other business units to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella and our agencies’ brand.

Requirements

Operations policy or billing area knowledge
Root cause analysis skills
Problem resolution skills
Continuous improvement mindset
Ability to identify system and process anomalies
Ability to escalate issues appropriately
Strong understanding of operational processes and services
Clear verbal and written communication skills
Ability to process complex transactions within established quality and productivity guidelines
Ability to maintain or exceed established Arbella service standards
Ability to analyze workflows and suggest process improvements
Ability to analyze and correct internal and state agency error reports
Ability to incorporate new procedures to align with compliance changes
Ability to test and maintain current workflow documentation and procedures
Ability to conduct quality review of department with a focus on analyzing trends
Ability to prioritize and distribute work
Ability to plan, analyze, evaluate, and implement solutions
Ability to prepare periodic reports for management
Ability to use data to interpret information, communicate findings and provide recommendations
Ability to train complex materials while adapting to a variety of learning styles
Ability to actively contribute to or lead initiatives and/or projects
Sense of urgency and ownership with production issues

Nice To Haves

Represent Operations during requirements and testing of new or existing system or vendor functionality

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

Benefits

Great work environment
Encouraging work/life balance
Flexible work arrangements
Competitive, industry-leading salaries and benefits packages
On-site gym and fitness classes
One-on-one personal training
On-site nurse
Nutritional counseling
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
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