First Notice of Loss (FNOL) Representative

About the Role

The FNOL Representative will work closely with customers, agents, and other stakeholders to gather information, assess claims, and initiate the claims process. Strong communication and interpersonal skills are essential, as you will be interacting with customers who may be experiencing stressful situations.

The claims team at GM Financial is committed to delivering outstanding customer service, and the FNOL Representative plays a vital role in achieving this goal. With a focus on empathy, integrity, and professionalism, you will be an integral part of a team that values teamwork, innovation, and continuous improvement.

What You Will Do

• Respond to incoming calls and emails from customers reporting new losses or seeking claims-related information
• Create new claims, gather information, and initiate the claims process
• Conduct investigations to uncover the customer's needs and manage the customer experience
• Provide timely and accurate product and service information to customers
• Assist customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim
• Ensure accuracy of first notice of loss entry and obtain and input information relating to accidents for new claim creation
• Collaborate with team members to resolve issues and identify appropriate issues for escalation
• Contribute to business goals, performance metrics, and effectively use tools and technology
• Support workload surges and/or Catastrophe operations as needed, including working significant overtime during designated catastrophic events

What We Are Looking For

• 1 year of customer contact experience
• 2 years of customer service experience
• Computer literacy in a Windows operation environment
• Ability to empathize with customers and provide excellent verbal and written communication
• Ability to work in a fast-paced environment and navigate through multiple systems
• High degree of initiative, mature judgment, and discretion
• Organizational and time management skills
• Ability to multi-task, including talking and typing simultaneously

Nice to Have

• 6+ months of claims adjusting experience or 1 year of recent GM Financial customer service experience
• Associate Degree or Bachelor's Degree in a related field
• Experience in an inbound phone-intensive, contact center environment

Benefits and Perks

• Generous benefits package available on day one
• 401K matching
• Bonding leave for new parents (12 weeks, 100% paid)
• Tuition assistance and training
• GM employee auto discount
• Comprehensive health insurance
• Flexible and remote work arrangements

• To stand out in this role, highlight your excellent communication and customer service skills, as well as your ability to work in a fast-paced environment.
• Be prepared to provide specific examples of times when you have handled difficult customer situations and resolved them in a professional manner.
• Familiarize yourself with the GM Financial claims process and be ready to ask informed questions during the interview.
• Emphasize your ability to work independently and as part of a team, as well as your organizational and time management skills.
• Consider creating a portfolio or examples of your work to demonstrate your skills and experience in claims adjustment and customer service.
• Be prepared to discuss your experience with technology and software, including Microsoft Office and claims management systems.