Customer Service Representative(FNOL) for Car Insurance account

SPECIFIC DUTIES AND RESPONSIBILITIES

The following are the specific duties and responsibilities of the Customer Service Representative.

• Answering calls and responding to customer complaints.
• Accessing customer accounts and policy schedules.
• Providing customers with detailed information about policies and products.
• Adhere to provided scripts and FAQ responses.
• Learning and understanding company insurance products.
• Typing up complaint reports.
• Managing the customer complaint database.
• Receive and document initial reports of loss or damage (First Notice of Loss – FNOL) from policyholders via phone, email, or digital platforms
  
• Gather essential information regarding the incident, including date, time, location, cause, and parties involved
  
• Ensure all claim details are captured accurately and entered into the system in a timely manner
  
• Ask probing and clarifying questions to obtain complete and relevant information
  
• Verify policyholder details and coverage information where applicable
  
• Provide clear guidance to policyholders on the claims process, next steps, and required documentation
  
• Maintain professionalism, empathy, and excellent customer service during often sensitive or stressful situations
  
• Ensure compliance with internal procedures, regulatory requirements, and data privacy standards
  
• Identify urgent or complex claims and escalate them to the appropriate teams as needed
  
• Collaborate with claims adjusters and other stakeholders to ensure smooth claim handoff

REQUIREMENTS:

• Previous experience in insurance, claims processing, contact center, or customer support preferably in Car insurance
• Excellent communicator, both oral and written
• Strong attention to detail and high level of accuracy in data entry and documentation
• Strong listening skills with the ability to handle sensitive customer interactions with empathy
• Ability to ask effective probing questions and gather complete information
• Strong analytical skills to investigate and resolve customer issues
• Able to multitask efficiently under time pressure
• Proven experience in managing a service and support focused team culture
• Previous experience in insurance, claims processing, contact center, or customer support is an advantage
• Familiarity with claims management systems or CRM tools is a plus
• Good organizational and time management skills with the ability to multitask
• Basic understanding of insurance principles and terminology (preferred but can be trained)
• High level of integrity and ability to handle confidential information