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First Notice of Loss (FNOL) Representative I

Date: Aug 27, 2021

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:

Home 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

** The next training class is scheduled for December 2021. All applications received will be considered for our December class, details below. **


Interacts with Policyholders, Claimants, Agents and Employees during the initial FNOL process for Property and Casualty policies in all states which ERIE operates. Responds to inquiries, complaints and concerns regarding the claims handling process and procedures.


  • There are multiple First Notice of Loss roles available.
  • Hours of operation are Monday through Sunday 8 AM to 11 PM.
  • Training will occur during the hours of 8 AM - 6 PM Monday through Friday for approximately the first 3 months.

Duties and Responsibilities

Applies a working knowledge of policies and procedures to respond to inquiries from policyholders, claimants, claimant carriers, agents and Employees for property and casualty policies in all states ERIE operates.


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.


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.


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. Customer service 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. Must be flexible with scheduling, department operates in a 24/7/365 environment.

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