SPARC Senior Service Analyst

Position

Senior Service Analyst – SPARC (Specialty Accounting Resource Center). Hybrid; must be available to take calls when in office and at home, and maintain an efficient, quiet workspace at home.

This Senior Service Analyst focuses on providing assistance, education, and support to clients via the SPARC team. The role involves ensuring a clear process for escalating issues, answering inquiries through a “sandwich” problem-resolution model, and supporting the broader accounting units.

• 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
• Duties as otherwise assigned
• As the Senior of the team:
  Monitor case count of the 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

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

• Hybrid work arrangement – must be home office compliant and available for calls from both office and home.

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.