Arbella Appoints Karin Martin to Head Contact Centers

Martin will be responsible for the processes, protocols, metrics and standards across all enterprise contact centers, ensuring consistency across the customer experience.

(Peacefield House, home to four generations of the Adams Family. Photo credit: Daderot.)

The Arbella Insurance Group (Quincy, Mass.) has announced the appointment of Karin Martin as assistant VP, contact centers. Reporting to Janet Corcoran, executive VP and chief operating officer, Martin will oversee the Customer Service and Arbella Service Center units. Martin will also be responsible for the processes, protocols, metrics and standards across all enterprise contact centers, with the objective of ensuring consistency across the customer experience.

Karin Martin, AVP, Arbella Insurance.

“With more than two decades of experience, Karin brings a rich understanding of our business and company to her new role,” comments Corcoran. “At Arbella, we are constantly working to improve and expand our service capabilities. Karin is a tremendous asset to our team and we’re thrilled to promote her to this new position.”

Martin began her career at Arbella in 1992. She previously served as director of customer service and commercial lines operations, leading multiple areas including policy administration and customer service. Before that role, Martin served as director of personal lines operations and customer service. Her responsibilities included driving a customer-centric operation to support internal customers and building several service-oriented teams.

Martin earned her Bachelor of Science in business administration from New England College of Business. She also earned several certifications from the Insurance Institute of America in Claim, Underwriting and Risk Management.

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Anthony R. O’Donnell // Anthony O'Donnell is Executive Editor of Insurance Innovation Reporter. For over a decade he has been an observer and commentator on the use of information technology in the insurance industry, following industry trends and writing about the use of IT across all sectors of the insurance industry. He can be reached at AnthODonnell@IIReporter.com or (503) 936-2803.

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