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 position is located in our Westport/Millcreek, PA Office working weekday and weekend hours ranging from 7AM - 11PM.

Schedules will be provided based on the business need for 2nd Shift opportunities.

As this is a 24/7 customer service center, candidates must be flexible to work Monday through Sunday, including holidays.

During the first three months of employment, training will be held Monday through Friday from 8AM - 4PM.

Upon completion of training and potential transition to eligible second shift hours (anytime after 11:30 AM), an 8% shift differential will apply.

Candidates not meeting the minimum qualifications for a FNOL II Representative may be considered for a FNOL Representative I position.

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.

Capabilities

Qualifications

Minimum Educational and Experience Requirements

• 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.
• Completion or active pursuit of insurance education preferred.

Additional Experience

• Knowledge of billing practices and procedures and ERIE lines of business preferred.
• Demonstrated ability to type a minimum of 28 words per minute preferred.
• Proficiency with word processing and spreadsheet software and required.
• Must be able to work a schedule commensurate with department hours.
• Department is open 24 hours, every day of the year, including holidays.

Designations and/or Licenses

• Adjuster license in West Virginia, North Carolina, and Kentucky preferred.
• Licenses based on changing compliance requirements required, as applicable.
• Preferred courses or designations:
  • General Insurance (INS 21, 22, 23)
  • AIS (Associate in Insurance Services)

Physical Requirements