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Customer Service First Notice of Loss (FNOL) Supervisor

Date: Aug 12, 2022

Location: Erie, PA, US, 16530

Company: Erie Insurance

Division or Field Office:

Customer Service Division

Department of Position: FNOL Contact Center Ops Dept 

Work from:

Corporate Office, Erie PA


At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

  • There are three positions available
  • Hours are Monday through Friday 1 PM to 9 PM with rotating weekends and holidays.
  • Remote consideration may be given to employees who reside outside of the Erie, PA area

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.

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.


Collaborates (Leader)
Cultivates Innovation (Leader)
Customer Focus (Leader)
Decision Quality (Leader)
Develops Talent (Leader)
Drives vision and purpose (Leader)
Ensures Accountability (Leader)
Instills Trust (Leader)
Nimble Learning (Leader)
Persuades (Leader)
Plans and Aligns (Leader)
Values Diversity (Leader)
Self-development (Leader)
Optimizes Work Processes (Leader)


•High school diploma or GED and five years of 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

•Bachelor’s degree and two years of related insurance operations, call center, or claims handling experience required.


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

Physical Requirements

Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Occasional (<20%)
Manual Keying/Data Entry; Often (20-50%)
Climbing; Rarely

Nearest Major Market: Erie