Administrative Assistant

Insurance · Claims

First Notice of Loss Representative

Position Summary

The First Notice of Loss (FNOL) Representative is the first point of contact for policyholders reporting a new insurance claim. This role is responsible for gathering accurate and timely information, providing excellent customer service during what can be a stressful moment and ensuring claims are set up correctly for efficient handling. The ideal candidate is empathetic, detail-oriented, and comfortable working in a fast-paced, customer-focused environment.

Essential Duties and Functions

The essential functions include, but are not limited to the following:

• Receive and document first notice of loss reports via phone, email, and mail.
• Accurately collect policyholder, claimant, and incident information in accordance with company guidelines.
• Enter claim data in claims management system with a high degree of accuracy.
• Explain the claims process, next steps, and expectations to policyholders and claimants.
• Provide empathetic, professional support to customers during stressful situations.
• Meet or exceed quality, productivity, and customer satisfaction metrics.

Minimum Qualifications (Knowledge, Skills, and Responsibilities)

• Strong relationship and interpersonal skills; ability to establish professional business relationships with other teams, departments, and our agency community.
• Effective verbal and written communication skills.
• Excellent customer service skills, phone etiquette, and professional demeanor.
• Ability to handle multiple tasks and prioritize workload accordingly
• Ability to resolve problems and receive constructive feedback
• Ability to work under pressure and meet deadlines

Required Education and Experience

• High School diploma or equivalent.
• Minimum of 1+ years of prior experience in customer service, call center operations, or insurance processes.
• If required, you must be eligible to obtain a 620-insurance license.

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