First Notice of Loss (FNOL) Representative

As a licensed Claims Customer Service Representative II at OnStar Insurance, your primary responsibility is for all aspects of Auto Claim intake of first notice of loss including claim creation, customer service, and initiating tools that will provide superior customer service and expedite the handling of the claim. In this role, you will answer phones (and other forms of communication) to respond to customers reporting new losses, as well as other Claims customer service-related calls. Additionally, this position includes entry level claim adjuster duties. This position must project a professional company image through all communication interactions.

In this role you will:

• Provides first notice of loss support and claim creation for Auto Claims 
• Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim 
• Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information 
• Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim. 
• Ensures accuracy of first notice of loss entry 
• Obtains and inputs information relating to accidents for new claim creation 
• Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc. 
• Provides excellent customer service at all times 
• Seeks guidance from team members to resolve issues and identify appropriate issues for escalation 
• Contributes to business goals, performance metrics, and effectively uses tools & technology 
• Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events

What makes you an ideal candidate:

• Experience in an inbound phone-intensive, contact center environment using a headset 
• Experience in a call center environment 
• Experience in Insurance Claims a plus
• Computer literacy in a Windows operation environment 
• Ability to empathize with customer is critical 
• Excellent verbal and written communication 
• Ability to work in a fast-paced environment 
• Ability to multi-task (i.e. talking and typing simultaneously) 
• Possess organizational and time management skills 
• High degree of initiative, mature judgment and discretion 
• Ability to navigate through multiple systems
• Must be able to obtain (AIC) within 30 days of start date Req
• Normal environment 

Work Experience 

• 1 year of customer contact experience Req 
• 2 years of customer service experience Pref 
• 6+ months of claims adjusting experience or 1 year of recent GM Financial customer service experience working in a member contact capacity or military experience Pref 

Education 

• High School Diploma or equivalent Required 
• Associate Degree 
• Bachelor’s Degree in related field Preferred 
• Master’s Degree

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Compensation: Competitive pay and bonus eligibility.

This position is not open to agency submissions

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