Join Erie Insurance as a Customer Service Representative - First Notice of Loss (FNOL)
Erie Insurance, a Fortune 500 company, is seeking a highly motivated and customer-focused individual to join our team as a Customer Service Representative - First Notice of Loss (FNOL). As a valued member of our diverse and inclusive team, you will have the opportunity to work in a dynamic environment that is committed to providing exceptional service to our customers.
About Erie Insurance
Erie Insurance is a leading provider of insurance products and services, with a presence in 12 states and the District of Columbia. Our company culture is built on a foundation of integrity, respect, and a commitment to being Above all in Service to our customers and employees. With over 5,000 employees and 2,200 independent agencies, we are dedicated to making a positive impact in the communities we serve.
Job Summary
As a Customer Service Representative - First Notice of Loss (FNOL), you will be the primary point of contact for customers who have experienced a loss. You will utilize various platforms to actively listen to customers, clarify information, and offer possible solutions using your knowledge of company products, services, and policies. This is a hybrid/remote opportunity, with some positions available for remote work in Ohio and Pennsylvania, provided the candidate lives 50 miles outside of Erie, PA.
Key Responsibilities
- Respond to inquiries from customers via various platforms, including phone, email, and chat.
- Apply knowledge of ERIE policies and procedures to have business-appropriate conversations with customers and direct them to the appropriate business decision.
- Resolve issues within scope of authority and escalate to the appropriate area/person of authority as determined by company/department policy and procedure.
- Manage and service office account books of business in accordance with ERIE policy and procedures.
- Process loss reports and claims within scope of authority and guidelines provided.
- Provide claims services, including repair options, rental reservations, property mitigation, and towing.
- Attend training and informational meetings to maintain a working knowledge of ERIE policies, procedures, and processing systems.
- Train and mentor less experienced staff and act as a subject matter expert (SME) for department and projects, as applicable.
Essential Qualifications
To be successful in this role, you will need:
- A high school diploma or GED.
- Previous customer service experience, preferably in the insurance industry.
- Proficiency with word processing and spreadsheet software.
- The ability to type a minimum of 28 words per minute.
- Completion or active pursuit of insurance education, such as General Insurance (INS 21, 22, 23) or AIS (Associate in Insurance Services) designation.
- The ability to work a schedule commensurate with department hours, including 24/7 coverage and holidays.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Insurance industry experience.
- Completion of insurance designations, such as General Insurance (INS 21, 22, 23) or AIS (Associate in Insurance Services).
- Previous experience working in a call center or customer service environment.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Customer Focus: Ability to prioritize customer needs and provide exceptional service.
- Communication Skills: Effective communication and interpersonal skills to interact with customers, agents, and internal stakeholders.
- Problem-Solving Skills: Ability to analyze problems and provide solutions within scope of authority.
- Technical Skills: Proficiency with word processing and spreadsheet software, as well as ERIE systems and products.
- Adaptability: Ability to adapt to changing priorities and work environments.
- Collaboration: Ability to work collaboratively with internal stakeholders to achieve common goals.
Career Growth Opportunities
At Erie Insurance, we are committed to helping our employees grow and develop in their careers. As a Customer Service Representative - First Notice of Loss (FNOL), you will have opportunities to:
- Develop your skills and knowledge through training and development programs.
- Take on additional responsibilities and contribute to special projects.
- Advance to leadership roles or other positions within the company.
Work Environment and Company Culture
Erie Insurance is committed to creating a work environment that is inclusive, diverse, and supportive of our employees' well-being. Our company culture is built on a foundation of integrity, respect, and a commitment to being Above all in Service to our customers and employees. We offer a range of benefits and perks, including:
- Premier health, prescription, dental, and vision benefits.
- Pension and 401(k) plans with company match.
- Paid time off, including vacation, personal days, sick days, bereavement days, and parental leave.
- Career development opportunities, including tuition reimbursement and industry designations.
- Company-paid basic life insurance, short- and long-term disability insurance, and other benefits.
Compensation and Benefits
The salary range for this position is $30,686 - $49,018 per year, depending on experience and qualifications. We offer a comprehensive benefits package that includes:
- Competitive salary and benefits.
- Opportunities for career growth and development.
- A dynamic and supportive work environment.
Conclusion
If you are a motivated and customer-focused individual looking for a challenging and rewarding career opportunity, we encourage you to apply for the Customer Service Representative - First Notice of Loss (FNOL) position at Erie Insurance. With our commitment to being Above all in Service to our customers and employees, we offer a dynamic and supportive work environment that is perfect for individuals who are passionate about delivering exceptional service.
To apply, please visit our website and submit your application. We look forward to hearing from you!
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