First Notice of Loss Representative - Bilingual

The First Notice of Loss Representative’s primary focus will be to assist policyholders and claimants reporting a claim by collecting facts about the accident and entering the information into the claim system. The representative will also be responsible for answering the claims phone number and route calls accordingly.

The representative must speak English and Spanish fluently.

RESPONSIBILITIES

• Provide excellent customer service to our policyholders and those who may become our 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 (date, time, location, parties involved, damages, injuries, etc.).
• Verify policy coverage, limits, and eligibility at the time of loss.
• Provide clear guidance to customers on next steps in the claims process.
• Triage and classify claims based on severity, complexity, and urgency.
• Assign or route claims to the appropriate adjusters, investigators, or departments.
• Ensure timely setup of claims in the system with complete and accurate data entry.
• Communicate empathetically and professionally with customers during potentially stressful situations.
• Identify potential fraud indicators and escalate suspicious claims as needed.
• Coordinate with internal teams (underwriting, legal, field adjusters) to ensure smooth claim handling.
• Maintain compliance with company policies, regulatory requirements, and service level agreements (SLAs).
• Follow up with customers to gather missing information or documentation when required.
• Utilize claims management systems and tools efficiently to track and update claim status.
• Deliver high-quality customer service while meeting productivity and quality benchmarks.
• Support continuous improvement initiatives by providing feedback on processes and customer experience.

KNOWLEDGE, SKILLS AND ABILITIES

Candidates Must Have:

• Decisive and purposeful.
• The ability to manage time, meet deadlines and prioritize tasks effectively.
• Ability to be able to review processes and determine opportunities for improvement.
• Strong moral character and work ethic.· Independent and self-starting.
• Strong verbal and written communication skills.
• Ability to thrive in a “fast pace,” challenging environment.
• Ability to show initiative, exhibit a “can do” attitude, and provide ideas while working within a team environment.

Education / Licensing / Experience:·

• Minimum of high school diploma or equivalent.
• Must be bilingual (English/Spanish)

Technical Skills:

• Must have interpersonal skills to handle sensitive and confidential situations and information.
• Requires ability to work independently.
• Requires excellent organization and time management skills.
• Must be detailed oriented.
• Must be able to maintain a high level of accuracy.
• Ability to work with highly confidential information.
• Highly organized and excellent time management skills required.
• Excellent oral, written and interpersonal communication skills.
• Effective and efficient use of computer applications including MS Office products

The above statements are intended to describe the general nature and level of work being performed by the incumbents of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.