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Acadia Insurance (a Berkley Company) · 1 hour ago

Berkley One Solutions Specialist I

AZ, Scottsdale - 7233 E Butherus Drive

Full-time

Hybrid

Entry Level

2+ years exp

Acadia Insurance, a Berkley Company, is a modern insurance provider focused on delivering personalized risk and claims management. The Solutions Support Specialist I role involves providing exceptional service to agents and customers while managing policy transactions and ensuring compliance with security standards.

Commercial InsuranceInsurance

No H1B

Responsibilities

Deliver exceptional service to HNW customers and broker partners via phone, chat, and email

Handle inbound calls and service requests with professionalism, empathy, and urgency

Process policy transactions including quotes, endorsements, cancellations, and payments with precision. Ensure all interactions are documented accurately and thoroughly in the system of record. Verify caller and chat identity in compliance with security and regulatory standards. Set clear, appropriate expectations during every customer and agent interaction

Follow up proactively on open items and promise to ensure timely resolution

Provide empathetic support during first notice of loss and other sensitive situations

Act as the primary contact for agents, resolving policy inquiries and assisting with quote-to-bind processes

Offer technical support and live system training to agents navigating platforms like PAS, billing, and claims

Manage daily task assignments and ensure timely, compliant processing of service requests

Collaborate with peers and leadership to resolve complex issues and escalate when necessary

Meet or exceed production and quality metrics, consistently delivering service excellence

Contribute to process improvements by submitting Optimizations and participating in Innovation Challenges

Uphold service culture standards and behaviors that reflect the brand’s commitment to excellence

Other work as assigned

Qualification

Customer service experiencePolicy processingTechnical supportEmpathyCommunication skillsCuriosityAccountabilityOrganizational skillsCollaborationAdaptabilityProblem-solvingAttention to detailFlexibility

Required

High school education or equivalent required

Incredible empathy and understanding of the needs of our insureds and their agents alike. You will be a proactive and conscientious advocate for Berkley One customers and are passionate about their experience

Exceptional verbal and written communication skills. Your communication style is flexible to the situation. You communicate clearly and with a purpose

Calm under pressure. You have excellent organizational skills, integrity, and great follow-through on tasks. You are comfortable challenging norms while working collaboratively with colleagues at all levels of the organization

You have a strong sense of accountability, fun and adventure

Natural curiosity. You love learning how things work, and you are always looking for areas to improve

Proficiency with technology required

Preferred

Minimum two years work experience in a customer solutions or service role ideally in a high-volume, relationship focused service industry or customer support environment preferred