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Customer Service Representative

Date: May 13, 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

Under close supervision, The First Notice of Loss (FNOL) Representative uses various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions by using knowledge of company products, services, and policies to assist customers with, inquiries, complaints, or problems.

 

The First Notice of Loss Representative is a 2nd shift position with a schedule from 3:00 PM to 11:00 PM 5 days a week.  As this is a 24/7 customer service center you must be flexible to work Monday through Sunday and holidays.  During the first 3 months of employment training will be 8:30 AM to 4:30 PM Monday through Friday.

Duties and Responsibilities

Utilize various platforms to respond to inquiries from customers.
Applies a working knowledge of ERIE and department policies and procedures to have business appropriate conversations, while directing the customer to the appropriate business decision. 

Resolves issues within scope of authority, escalates to appropriate area/person of authority as determined by company/department policy and procedure. 

In accordance with ERIE policy and procedures, and within scope of authority manages and services office account books of business.

Applies proficient knowledge of ERIE systems and products by responding to callers concerns for all lines of business. Processes loss reports and claims within scope of authority and guidelines provided. Provides claims services, including but not limited to repair options, rental reservations, property mitigation and towing.

Attends appropriate training and informational meetings to learn and maintains a working knowledge of ERIE policies, procedures and processing systems, as well as industry knowledge and applicable licensure. 

Trains and mentors less experienced staff, and acts as subject matter expert (SME) for department and projects, as applicable. 

The first five duties listed are the functions identified as essential to the job. Essential Functions are those job duties that must be performed 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. 

Competencies

Values Diversity
Nimble Learning
Self-Development
Job-Specific Knowledge
Collaborates
Customer Focus
Cultivates Innovation
Instills Trust
Optimizes Work Processes
Ensures Accountability
Detail Orientation
Decision Quality

Qualifications

High school diploma or GED required.

Previous customer service experience preferred.

Demonstrated ability to type a minimum of 28 words per minute preferred. Proficiency with word processing and spreadsheet software and required. Completion or active pursuit of insurance education preferred.

Preferred courses or designations:

General Insurance (INS 21, 22, 23)

AIS (Associate in Insurance Services)

Must be able to work a schedule commensurate with department hours.  Department is open 24 hours, every day of the year, including holidays. 

Physical Requirements

Lifting 0-20 lbs; Frequent (50-80%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Occasional (<20%)
Driving; Rarely
Pushing/Pulling; Frequent (50-80%)
Manual Keying/Data Entry; Frequent (50-80%)
Climbing; Rarely


Nearest Major Market: Erie