Customer Service First Notice of Loss (FNOL) Supervisor

Position Summary

Supervises all activities of the Extended Hours Service to ensure that Policyholder and claimant loss reports and claims inquiries are handled in a prompt and efficient manner. Assists FNOL Representatives with claims questions or issues.

• This position is based out of our Corporate Office in Erie, PA.
• This position will primarily operate on the following schedule: Monday, Tuesday, Wednesday: 1:00-9:00 PM, Thursday, Friday: 10:00-6:00 PM, rotating weekends one every nine (9) weeks.

Duties and Responsibilities

• Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Establishes and maintains all staffing schedules. Forecasts staffing and recommends solutions based on historical data and industry standards, in order to meet changing responsibilities and duties.
• Directs the resolution of Policyholder, claimant, and Agent inquiries, service needs, or complaints related to loss reports, material damage or rental assignments, and claim inquiries. Also directs inside claims representatives in the absence of their supervisors.
• Works with Vice President to establish, implement, and monitor strategic policies and procedures that are aligned with Company directives to further the service capabilities of the section.
• Reviews section procedures and recommends methods to better coordinate work flow for maximum overall efficiency.
• Responds to inquiries and written correspondence from Employees, Agents, Policyholders, and internal departments regarding issues, including claims and technical or procedural issues for clerical tasks.
• Validates the work of Employees to ensure quality and quantity standards are met. Identifies training needs as required.

Duties and Responsibilities (cont'd if applicable)

The first three duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

Qualifications

Minimum Educational and Experience Requirements 

• Bachelor’s degree and two years of related insurance operations, call center, or claims handling experience required; or 
• Associate’s degree and three years of related insurance operations, call center, or claims handling experience required; or
• High school diploma or GED and five years of insurance operations, call center, or claims handling experience required.

Additional Experience

• Supervisory experience preferred.
• In depth knowledge of ERIE claims handling practices and systems or equivalent industry experience preferred.
• This position requires the incumbent to work a flexible schedule which may include holidays, weekends and/or other non-standard hours.

Designations and/or Licenses

• Completion of professional insurance designations such as General Insurance, AIC, or other related coursework preferred.
• Willingness to pursue professional insurance designations required.
• Currently holds or is willing to pursue appropriate license(s) as required by state.

Physical Requirements