First Notice of Loss (FNOL) Representative II

Date: Mar 3, 2024

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
Salary Range:

$37,806.00 - $60,392.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

 

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. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

  • Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
  • Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
  • Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
  • 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
  • Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
  • Career development. Including a tuition reimbursement program for higher education and industry designations.
     

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

 

Position Summary

Disclaimer: “By applying to this job and providing your mobile number, you are agreeing to receive an initial text from ERIE, which you will have the ability to opt out of upon receipt. Message and data rates may apply. Message frequency varies.”

Under moderate supervision, use 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, then 10:00 AM to 6:00 PM for approximately 4 weeks, before moving to 2nd shift hours. 

Upon completion of training, 2nd shift hours (anytime after 11:30am), there will be an 8% shift differential.



Candidates not meeting minimum qualifications to be considered as a FNOL II Representative, may be considered as a FNOL Representative I.

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. Works independently to process more complex 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.


Acts as first point of contact for the escalation of calls, complaints, or complex problems. 


Handles additional tasks including, but not limited to social media monitoring / responses and variety of queue work. 


Settles claims within scope of authority.


Provides department Employees with assistance in servicing customers.

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

Qualifications

High school diploma or GED required. 


One year of any combination of contact center, claims handling, office management clerical or relevant customer service experience required. 


Knowledge of billing practices and procedures and ERIE lines of business preferred. 


Adjuster license in West Virginia, North Carolina, and Kentucky preferred. 

Licenses based on changing compliance requirements required, as applicable. 


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/Moving 0-20 lbs; Occasional (<20%)
Lifting/Moving 20-50 lbs; Occasional (<20%)
Ability to move over 50 lbs using lifting aide equipment; Rarely
Driving; Occasional (<20%)
Pushing/Pulling/moving objects, equipment with wheels; Rarely
Manual Keying/Data Entry/inputting information/computer use; Frequent (50-80%)
Climbing/accessing heights; Rarely


Nearest Major Market: Erie