Customer Service Representative (FNOL)

Responsibilities

• Answer calls and respond to customer complaints regarding car insurance
• Receive and document initial reports of loss or damage (First Notice of Loss – FNOL)
• Gather essential incident information including date, time, location, and cause
• Ensure all claim details are captured accurately and entered into the system
• Provide clear guidance to policyholders on the claims process and required documentation
• Maintain professionalism and empathy during sensitive or stressful situations
• Identify urgent or complex claims and escalate them to appropriate teams
• Collaborate with claims adjusters to ensure smooth claim handoff

Requirements

• Previous experience in insurance, claims processing, or contact centers
• Experience in car insurance is preferred
• Excellent oral and written communication skills
• Strong attention to detail and data entry accuracy
• Ability to ask effective probing questions to gather complete information
• Strong analytical and multitasking skills under time pressure
• Familiarity with claims management systems or CRM tools is a plus
• Basic understanding of insurance principles and terminology
• High level of integrity and ability to handle confidential information