Career Opportunities at Standard Insurance

First Notice of Loss (FNOL) Representative

Claims Department Full-Time

Primary Focus

• Primary focus is to assist policyholders and claimants by collecting facts about the incident, reporting the claim, and entering all relevant information into the claims system. The associate is also responsible for answering the claims phone line and routing calls accordingly.

Responsibilities

• - Provide excellent customer service to our policyholders and prospective policyholders that exceed their expectations.
• - Serve as the first point of contact for policyholders reporting a new claim (First Notice of Loss - FNOL).
• - Accurately capture and document all relevant loss details, including date, time, location, parties involved, damages, and injuries.
• - Efficiently process and enter all claim information into the system, ensuring timely setup with complete and accurate data.
• - Assign and route claims to the appropriate department.
• - Communicate empathetically and professionally with customers during potentially stressful situations, demonstrating active listening throughout challenging interactions.
• - Provide clear guidance to customers on next steps in the claims process.
• - Coordinate with internal teams to ensure smooth claim handling.
• - Adhere to company policies, regulatory requirements, and service level agreements (SLAs) to ensure consistent compliance.
• - Proactively contact customers to obtain any outstanding information or documentation needed to progress their claim.
• - Effectively navigate claims management systems and tools to accurately track and maintain up-to-date claim status.
• - Consistently provide exceptional customer service while achieving established productivity and quality benchmarks.
• - Build and maintain effective working relationships through clear communication and collaboration with customers, vendors, teammates, and colleagues across the organization.

Knowledge, Skills and Abilities

• - Decisive, action-oriented mindset with the ability to take initiative.
• - Strong time management and prioritization skills with the ability to consistently meet deadlines.
• - High integrity, moral character, and professional work ethic.
• - Self-motivated and independent with a positive, can-do attitude.
• - Excellent verbal and written communication skills.
• - Initiative-driven and able to collaborate effectively within a team.

Education, Licensing and Experience

• - Associate degree or comparable experience preferred.
• - Prior experience in customer service, call centers, or insurance claims is highly valued.

Technical Skills

• - Strong interpersonal skills with the ability to handle sensitive situations with discretion.
• - Ability to work independently with minimal supervision.
• - Highly organized, detail-oriented, and accurate.
• - Demonstrate ability to handle confidential information with integrity.
• - Strong oral, written, and interpersonal communication skills.
• - Proficient in Microsoft Office and general computer applications.

The statements above describe the general nature and level of work expected of individuals in this role and are not intended to represent a comprehensive list of all responsibilities or activities associated with this position.