Arc Service Specialist

3 weeks ago

Chilliwack, Canada HUB International Full time

About The ARC

The Accounting Resource Center (ARC) is the Accounting Help Desk for the HFC. The ARC’s customers include the regional servicing teams, regional leaders, and the regional finance teams. Although we are part of Accounting, the ARC team does not perform any Accounting functions.

About You

Do you love to help, train, and support your teammates?

Are you the go-to in the office for the "How do I?" questions? And do you always have the answers?

Are you good at problem solving and enjoy researching issues to find the answer?

**About the Position**:
This role is not about doing "accounting", it is about helping, teaching, and supporting our clients, as well as providing a clear escalation path where needed. Customers open a case with the ARC when they need assistance. To resolve the issue, the path the ARC 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

**Role Description & Responsibilities**:
Answer incoming calls from our customers requesting assistance

Respond and resolve service tickets

Reconcile and disburse payments to Carriers, Brokers and Clients

Bill transactions

Manage $Activities to identify validity, complexity and clarity both incoming and outgoing

Determine assistance needed and follow the path to resolution

Communicate with customers, carriers, finance companies, and accounting teams

Follow up to make sure end-result is obtained

Work with the Accounting units to ensure that requests are completed

Assure that fields are completed correctly and timely in the Salesforce ARC ticketing system

Attend team meetings

Develop training materials and/or deliver training for the accounting teams

Communicate with ARC Leaders keeping us informed about any obstacles that may cause delay or timeliness of delivering service within our SLAs.

Duties as otherwise assigned

Essential Traits and Experience

Insurance accounting - Agency Bill Carrier Payables and/or 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

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

Enjoy and have a talent for leadership

Applied Epic experience a plus

**Other**:
Position is remote

Must have an efficient and quiet workspace in your home

Must live within driving distance of a Hub office

À propos du ARC

Le Centre de ressources comptables (ARC) est le service d'assistance comptable de Hub. Les clients du ARC comprennent les équipes de services, les dirigeants régionaux et les équipes financières régionales. Bien que nous fassions partie du service de comptabilité, l’équipe du ARC n’exerce aucune fonction comptable.

À propos de vous

Aimez-vous aider, former et soutenir vos coéquipiers?

Êtes-vous la personne incontournable au bureau pour répondre aux questions de type « Comment peut-on? »? Et avez-vous toujours les réponses?

Êtes-vous doué pour résoudre des problèmes et aimez-vous identifier des enjeux pour trouver les solutions?

**À propos du poste**:
Ce poste ne consiste pas à faire de la « comptabilité », il s'agit d'aider, de former et de soutenir nos clients, en offrant un cheminement clair pour résoudre les problèmes de façon plus avancée si nécessaire. Les clients ouvrent un dossier auprès du CRC lorsqu'ils ont besoin d'aide. Pour résoudre les problèmes, le chemin emprunté par le CRC ressemble beaucoup à un « sandwich ».

**La partie du haut**: quel est le problème à résoudre?

**Le milieu**: quelle est la cause?

**La partie du bas**: identifier une solution pour résoudre le problème.

**Description des fonctions et responsabilités**:
Répondre aux appels entrants, aider les clients avec les types de demandes de niveau 1 et transmettre tous les autres appels au niveau approprié.

Répondre aux courriels des équipes d’opérations demandant de l'aide pour des questions ou des problèmes liés à la comptabilité.

Rechercher « ce qui n’a pas fonctionné ».

Déterminer l’assistance nécessaire et suivre le cheminement nécessaire vers la résolution.

Effectuer un suivi pour s'assurer que le résultat final recherché est atteint.

Travailler avec les unités comptables pour s'assurer que les demandes sont complétées.

S'assurer que les champs sont remplis correctement et en temps opportun dans le système de tickets du ARC.

Autres tâches connexes.

Caractéristiques essentielles et expérience

Diplôme d'

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