The FNOL Call Center Representative is responsible for receiving and documenting initial reports of insurance claims from policyholders, claimants, agents, or third parties. This role serves as the first point of contact after a loss event such as an auto accident, property damage, theft, or injury. The representative gathers accurate information, verifies coverage details, creates claim files, and provides empathetic customer service during stressful situations.
Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)
- Report claim by asking all required questions.
- Obtain claim information from the adverse carrier and provides the claim information for the insured
- Responsible for creating an invoice file to excel spreadsheet.
- Maintain compliance with company procedures, confidentiality standards, and regulatory requirements
- Completes call template to reflect successful or unsuccessful reporting of the claim which is then submitted to the claim file.
- Provides thorough claim documentation for each claim
- Meet departmental productivity, quality assurance, and attendance expectations
- Handle high call volumes while maintaining professionalism and accuracy
- Escalate complex or sensitive situations appropriately
- Updates AC Phone Book, as needed.
- Performs other related duties as assigned.
Competencies
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
- Strong verbal and written communication skills
- Active listening and customer service orientation
- Empathy and emotional intelligence
- Attention to detail and data accuracy
- Ability to multitask and prioritize effectively
- Problem-solving and decision-making skills
- Adaptability in a fast-paced environment
- Conflict resolution and de-escalation skills
- Proficiency in Microsoft Office Suite (Word, Outlook, Excel)
- Strong computer proficiency and system navigation skills
- Time management and organizational skills
- Ability to maintain confidentiality and professionalism
- Regular and reliable attendance is an essential function of the position.
Work Environment
This position operates in a structured secure-room environment requiring adherence to company security, privacy, and confidentiality protocols. Employees may be required to:
- Work in a monitored environment with restricted access
- Follow clean desk and data protection policies
- Use company-issued equipment and secured systems
- Maintain compliance with applicable data security requirements
- Work scheduled shifts, including evenings, weekends, holidays, or catastrophe response hours as needed
Physical & Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
- The employee may occasionally lift and/or move up to 15 pounds.
- Prolonged periods of sitting and computer use
- Frequent keyboarding, screen viewing, and telephone communication
- Ability to remain focused in a high-volume, fast-paced environment
- Ability to manage stressful or emotionally charged conversations professionally
- Must be able to multitask across multiple systems and applications simultaneously
- Ability to maintain concentration and accuracy for extended periods
Travel Required
Required Education and Experience
- High school diploma or GED required
- Minimum typing speed of 50 WPM
- Basic computer and data entry proficiency
- Experience handling high-volume inbound calls preferred
- Ability to accurately document customer interactions and claim information
Preferred Education and Experience
- Knowledge of insurance terminology and claims processes
- Previous customer service or call center experience
- Experience using claims management or CRM systems preferred
Additional Eligibility Requirements
- Ability to pass background screening and applicable employment verification requirements
- Ability to maintain confidentiality of sensitive customer information
- Reliable attendance and schedule flexibility required
- Ability to work overtime or extended hours during catastrophe events when necessary
- Must comply with all company policies, procedures, and security requirements
Affirmative Action/EEO Statement
Alacrity Solutions is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Good-Faith Estimate (including bonus or commission)
The posted compensation range represents an estimate and may include both base salary and variable components such as commission and performance-based bonuses. Total compensation will ultimately be determined based on the candidate’s experience and qualifications.
General Description of Benefits
Alacrity Solutions offers a comprehensive benefits package, including but not limited to medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program.
Work Schedule
Full Time, 80.00 hours per pay period (2 weeks)
How to Apply
Click the Apply button on this site. You will be linked to the Alacrity Solutions Career Page. Our career page can be found at https://www.alacritysolutions.com/about/careers/#current
Personal Information Retention Policy
Personal information will be retained for a minimum period of one year in accordance with applicable policies and regulatory requirements.
Post Closing Date
This position will be open for a minimum of three days and until a top applicant is identified.
