SPARC Senior Service Analyst

HUB International • Brentwood, TN

7d • Hybrid

About The Position

This Senior Service Analyst position is focused on providing assistance, education, and support to our clients. It involves ensuring there is a clearly defined process for escalating issues when necessary. Our clients reach out to the SPARC team when they require help or guidance. To resolve inquiries, the path the SPARC takes is much like a “sandwich”; The top – what is the issue needing resolution? The middle – What is the cause? The bottom – Identify a solution to resolve the problem. This position reports to the SPARC Supervisor.

Requirements

• High School Diploma Required
• 2+ years of experience in insurance accounting directly related to Premium Payables or Direct Bill
• Strong experience in Microsoft Excel
• 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 analytical, critical thinking and problem-solving skills
• Good eye for detail
• Be able to work independently and provide results

Nice To Haves

• Experience in a shared services accounting environment preferred
• Insurance brokerage experience preferred

Responsibilities

• Respond to emails from Operations requesting assistance with Accounting related questions or issues
• Answer incoming calls and assist clients
• Research and document “what went wrong”
• Strong desk level understanding of workflows to manage own work, support the team, and deliver training to staff
• Determine assistance needed and follow the path to resolution
• Follow up to make sure end-result is obtained
• Work with the Accounting units to ensure that requests are completed
• Document the case and assure that fields are completed correctly and timely in the SPARC ticketing system
• Monitor case count of their team and reassign cases as necessary
• Develop best practices for the team
• Establish regular connection with respective team members for collaboration/discussion and solutions
• Mentor, train and answer questions from other team members
• Interact with leaders of acquisitions to identify special handling, servicer training needs, etc.
• Report any observable trends
• Responsible for documenting any special handling processes and any other nuances the team may need to know
• Report any workflow or personnel issues to the SPARC Supervisor

Benefits

• HUB International Limited is an equal opportunity employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED