FNOL Representative I

Accuserve is built on a foundation of community, fostering valuable connections and creating an innovative approach to help you navigate the insurance landscape.

Built on culture, grounded in compassion.

Job Summary

Living the Accuserve values: Communicating and Connecting, Doing the Right Thing, Compassionately Serve, Courageously making an Impact and Staying Curious, the FNOL Representative I is responsible for the in/outbound of calls from our members, insureds, contractors and carriers for receiving, reviewing, and processing claims regarding losses incurred by the member. The representative will work in a Call Center environment and must display a high level of empathy, customer service, attention to detail, while assisting the callers.

Essential Functions

• Brings high level of empathy and customer service to each in or out bound call with our insureds, members, carriers and contractor partners
• Reviews claim timeline to ensure accuracy
• Reviews claim security settings
• Applies and follows all customer service, restoration claim, and Company policies and procedures, including script adherence
• Review loss and coverage information and determine if the policy provides coverage for the type of loss
• Provides prompt and efficient contact with the policy holder and dispatch a certified contractor to the premises for arrival within 2 hours of loss receipt
• Confirms damages, DOL and other conditions and circumstances of the loss with the insured
• Interprets, analyzes and assists with customer inquiries which may vary in nature
• Provides prompt and efficient responses and resolutions to each inquiry in a courteous and professional manner, regardless of how the inquiry is received (e.g.: in-bound call, claim alert, email, fax, or electronic data interchange)
• Provides product technical information required to respond to customer inquiries by phone, mail, and/or email
• Enters data and other relevant information into client claims database or other business applications, as required completely and accurately
• Understands and ensures that quality standards are met
• Assists all departments in a courteous and professional manner to reach business goals and objectives
• Participates in individual and team training and meetings to ensure accurate information is relayed to customers/clients and individual performance is maximized
• Performs follow-up in accordance with documented and/or stated guidelines
• Works with and maintains professional relationships with Insurance Clients, Insureds, co-workers, and contractor personnel to ensure callers are receiving proper service
• Adheres to assigned work schedule
• Exhibits an excellent customer service, professional image and behavior
• Ability to work flexible hours, including nights, weekends, and overtime when required during high volume and catastrophic claim periods
• Meets or exceeds benchmarked metrics (metrics are subject to change as our business needs/model changes) designed to measure productivity and/or quality.
• Performs follow-up customer satisfaction surveys and courtesy call(s) to Insured following claim closure
• Provides prompt and efficient routing of calls (i.e. scope, transfer of a call, daily readings, invoice questions, demo authorization, carrier escalation, adjuster questions)
• Work with peers, collaborators and supervisory staff for the common goals of the organization.
• Reliable in meeting work commitments.
• Diffuse volatile situations in the best interest of the company.
• Ability to sell our services to the policy holder to dispatch a contractor to their home
• Ability to build and audit estimates as well as invoices
• If working remotely, ability to work independently and effectively.
• Other duties as assigned

Minimum Qualifications

• High School Diploma or equivalent combination of education/experience required
• Reliable high speed home broadband internet service required
• Previous experience working in a call center environment a plus
• Previous experience working in a sales call center environment a plus
• Previous experience working with claims a plus
• Previous experience working in customer service required
• Ability to work nights, weekends, and overtime during high volume and/or catastrophic claim periods required
• Able to handle conflict in a professional and courteous manner
• Excellent verbal, electronic and written communication skills in clear, concise and easy to understand
• Strong negotiation and customer services skills.
• Able to be flexible and adapt to most any situation.
• Excellent attention to detail
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely