FNOL Claims Representative Objective

To use outstanding customer service skills when taking new claims submitted to the First Notice of Loss (FNOL) Unit via telephone, website, and accord form from Michigan Farm Bureau and Great Lakes Agribusiness customers.  

FNOL Claims Representative Responsibilities

Accurately capture the first notice of loss in a professional, empathetic, and courteous manner by fielding calls from policyholders, agents, attorneys and third parties.  Engage in active listening with callers to confirm or clarify information.

Set proper expectations for the caller by providing a high-level explanation of the claims process as determined by the complexity of the claim.

Make decisions based on the facts presented whether to review the FB Auto Express triage point system with policyholder to determine if a vehicle is a total loss.

Promote the use of preferred auto vendors with customers. Review loss data to determine if claim qualifies for the Direct Repair Program. Extend offer to policyholder and provide nearby repair facility options.  Explain benefits to customers if they use preferred vendors.

Learn how to identify all relevant claim exposures and accurate loss cause codes according to the description of loss, the No-Fault law, and the applicable policy language.

Assign claim to the appropriate claim handling unit or the automated workflow system depending on Best Practices for specific disciplines and exposures.

Build knowledge of auto and property/casualty insurance laws and Claims Division Best Practices as it relates to Michigan and Pennsylvania.

Develop knowledge of all property/casualty contracts written by the companies and their various endorsements and exclusion, as well as knowledge of company procedures and accepted claim practices.

Partner with the Property Claims Department to answer the existing property claims call line.  Provide customers basic claim information and direct them to the adjuster, when warranted.  This can be high volume during a storm related event.

Develop an understanding of all programs used by Farm Bureau to streamline the claims process or facilitate claim handling.

Develop a working knowledge of claim procedures and all internal systems required to support the claim process.

Stay current on changes as they relate to job functions.

Seek ways to foster self-development and growth.

FNOL Claims Representative Qualifications

Required

High school diploma or equivalent required.

Minimum of one year of experience in call center or customer service environment required.

Excellent typing skills and minimum 50 wpm required.

Proven strong listening, verbal and written communication skills.

Preferred

Insurance-related classes preferred.

Note - Up to three months of virtual training from 8:00am to 4:30pm to start. After that standard work hours will be 10:00am to 6:30pm.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

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