Claims FNOL Representative II
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Job Description
Claims Representative handling first notice of loss for Auto Claims at GM Financial. Providing customer service and initiating claim handling processes while ensuring accuracy and efficiency.
Responsibilities:
- Provides first notice of loss support and claim creation for Auto Claims
- Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim
- Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information
- Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim
- Ensures accuracy of first notice of loss entry
- Obtains and inputs information relating to accidents for new claim creation
- Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc.
- Provides excellent customer service at all times
- Seeks guidance from team members to resolve issues and identify appropriate issues for escalation
- Contributes to business goals, performance metrics, and effectively uses tools & technology
- Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events
Requirements:
- Experience in an inbound phone-intensive, contact center environment using a headset
- Experience in a call center environment
- Experience in Insurance Claims a plus
- Computer literacy in a Windows operation environment
- Ability to empathize with customer is critical
- Excellent verbal and written communication
- Ability to work in a fast-paced environment
- Ability to multi-task (i.e. talking and typing simultaneously)
- Possess organizational and time management skills
- High degree of initiative, mature judgment and discretion
- Ability to navigate through multiple systems
- Must be able to obtain (AIC) within 30 days of start date required
- High School Diploma or equivalent required
- Bachelor’s Degree in related field preferred
- 1 year of customer contact experience required
- 2 years of customer service experience preferred
- 6+ months of claims adjusting experience or 1 year of recent GM Financial customer service experience working in a member contact capacity or military experience preferred
Benefits:
- 401K matching
- Bonding leave for new parents (12 weeks, 100% paid)
- Tuition assistance
- Training
- GM employee auto discount
- Community service pay
- Nine company holidays
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