FNOL REPRESENTATIVE

SUMMARY

FNOL rep captures auto claim information from a live caller.  Inputs the claim information into the claims system.  Accurately obtains customer’s information and provides detailed loss descriptions in clear written statements.  Answers questions in relation to claim process and/or procedures.  Document and communicate professionally with accurate comprehension of the insurance process with all participants involved with the claims process.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Captures claim information from a live caller.

• Inputs the claim information into the claims system.

• Accurately obtains customers current information.
• Consistently provide customers correct address and phone numbers.
• Provide detailed loss descriptions in clear written statements, proofread loss descriptions.
• Gather required and additional supporting information.
• Complete all required fields.
• Document additional supporting information.

• Answers questions in relation to claim process and/or procedures.
• State expectations to customer, provides information on the life of their claim.

• Set up claim file(s) per coverage and exposure.

• Set up claim file(s) per unit procedures.

• Complete supporting documentation and forms when necessary.

• Process all new losses in a timely manner.
• Document loss activity and conversations in each claim file.

• Provides direct support to other departments as needed.

• Meticulously document the processing and maintenance of each claim by keyboarding details in the computer system.
• Communicate regularly with individuals involved with the policy file by using the keyboard to type electronic mail and correspondences, by telephone, and/or in person.
• Act as a liaison between the company and other individuals involved in the claim.
• Discuss and follow-up regarding complex details of the policy with individuals or other parties involved with the assigned claim file.
• Maintain timelines as required by company and Department of Insurance regulations and guidelines on all policy/claim handling.
• Ability to communicate clearly by speaking to all internal and external customers, vendors, industry professionals and company personnel.
• Analyze information received to determine the type of action required to handle an inquiry.
• Using the keyboard or 10-key to type relevant information into the computer system.
• Communicate to individuals by telephone, correspondences, email, face-to face, etc...
• Promptly respond to all inquiries, messages and/or correspondences via voicemail, postal mail, electronic mail, etc. within 24 hours.
• Using the keyboard, document by typing complete information using the appropriate reporting format in computer file and computer system.
• Using the telephone, handle all calls and correspondences for each inquiry to conclusion.

• Elicit information by using interviews, document analysis, business process/procedures, to meet requirements with the job tasks and workflow.
• Communicate regularly with individuals involved with a file by using the keyboard to type electronic mail and correspondences, by telephone, and/or in person.
• Maintain timelines as required by company, state or federal regulations and guidelines.
• Type at least forty (40) words per minute using a keyboard.
• Using a 10-key pad, have at least eight thousand (8,000) average KPH.
• Regular and predictable attendance is an essential function of this position.  Disruption in production and customer service results when an employee has ongoing, unscheduled, unpredictable absences.
• Required overtime or hours other than those normally scheduled is an essential function of this position, to meet job objectives, project deadlines, etc.  
• Ability to accept constructive criticism and feedback and makes sincere efforts to improve.

Other duties as assigned