*First Notice of Loss (FNOL) Representative I

Date: Dec 27, 2018

Location: Erie, PA, US, 16530

Job requisition: 13092
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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

As a First Notice of Loss (FNOL) Representative - Bilingual (English/Spanish) in the Customer Service Division, you will interact with Policyholders, Claimants, Agents and Employees during the initial FNOL process for Property and Casualty policies in all states which ERIE operates. Respond to inquiries, complaints and concerns regarding the claims handling process and procedures.

  • These will be second shift positions. 
  • Training will be for 12 weeks - Monday - Friday Noon to 8:00 p.m. then the hours for the position are a start time between 11:00 a.m. - 5:30 p.m. with an 8 hour shift
  • Employees will be scheduled to work one weekend day as well as potential holidays

Duties and Responsibilities

  • Responds to claim inquiries from Policyholders, Claimants, Claimant Carriers, Agents and Employees for Property and Casualty policies in all ERIE operating states. Handles all loss reports and claim inquiries as a priority.
  • Enters new loss report information, claim documentation and loss details for all Property and Casualty lines of business. Electronically files claim documentation and police report information using ERIE’s processing systems.
  • Provides services, including repair options, rental reservations, property mitigation, towing, coverage verification and policy information.
  • Learns and maintains a working knowledge of policies, procedures and processing systems for ERIE’s property/casualty products.
  • Trains/mentors less experienced staff and acts as a back-up as required.


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.


Ability To Maintain Composure

Ability to Manage Complexity

Developing And Maintaining Relationships

Interpersonal Communication

Job-Specific Knowledge

Oral Communication

Planning And Organizing

Service Orientation

Stress Tolerance

Switching Tasks

Detail Orientation

Writing Skills


High school diploma or GED required. Any combination of call center, claims handling, office management or progressive clerical experience preferred. Demonstrated ability to type a minimum of 40 words per minute and 90 net data entry keystrokes per minute preferred. Completion of LOMASelect tests required. Passing score on LOMASelect tests preferred. Working knowledge of word processing software required. Experience in the insurance industry preferred. Completion or active pursuit of insurance education, such as the Program in General Insurance (INS 21, 22, 23) or INTRO courses, preferred. Valid driver’s license preferred.

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

Job Segment: Claims, Customer Service Representative, Call Center Representative, Call Center, Insurance, Customer Service

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