What are the responsibilities and job description for the FNOL Specialist position at Fortegra?
The FNOL Specialist ensures the delivery of excellent customer support through fast and accurate communication, making necessary changes to plans, coordinating with other team members and departments to resolve inquiries and issues for customers, branch representatives and managing general agents. This role combines Customer Service, FNOL reporting and administrative tasks.
Minimum Qualifications:
- High School Diploma or equivalency required.
- At least 3 years of customer service experience required; experience in a call center environment preferred.
- At least 2 years of experience in a claim’s environment
- Experience using 3-4 systems/programs simultaneously.
- Bi-Lingual in Spanish is a plus.
Primary Job Functions:
- Serve as the first point of contact for policyholders, managing 40-60 inbound calls per day while simultaneously handling claims administration tasks, including data entry, document processing, and managing claim files with clear, empathetic communication.
- Input claim data into systems, process and route claim documents, mail, and letters, all while maintaining customer interactions across multiple channels.
- Maintain a positive, professional tone and foster long-term relationships with customers, agents, and third-party administrators.
- Collaborate with adjusters and other departments to ensure seamless communication and provide necessary information during the claims process.
- Remain flexible to work various shifts and assist other departments as needed.
- Willing to learn all lines of business, including Credit Protection, Debt Cancellation, Property, and Specialty claims.
The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.
Skills & Competencies Required:
- Excellent interpersonal and customer service skills.
- Demonstrated ability to take initiative, proactively identifying tasks that need to be done and acting without needing direction or prompting.
- Prior experience in a claim environment, including working with policyholders and handling FNOL processes.
- Familiarity with insurance terminology, claims processes, and general industry standards.
- The ability to thrive in a fast-paced, rapidly changing, high volume work environment.
- Excellent verbal and written communication skills
- Moderate skills in Word, Excel, and Outlook and other Microsoft Office applications.
- Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to
- Insurance Certifications, Designations or licenses preferred, but not required.
- Prolonged periods of sitting at a desk and working on a computer.
Additional Information:
Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.
