Erie Insurance Group

Customer Service FNOL Supervisor

Erie Insurance Group

full-time

Posted on:

Location Type: Office

Location: Erie • Pennsylvania • United States

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Salary

💰 $79,191 - $126,500 per year

About the role

  • Supervises all activities of the Extended Hours Service to ensure that Policyholder and claimant loss reports and claims inquiries are handled in a prompt and efficient manner.
  • Assists FNOL Representatives with claims questions or issues.
  • Manages overall operations of designated area of authority.
  • Interviews, hires, trains and directs personnel.
  • Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
  • Establishes and maintains all staffing schedules.
  • Forecasts staffing and recommends solutions based on historical data and industry standards, in order to meet changing responsibilities and duties.
  • Directs the resolution of Policyholder, claimant, and Agent inquiries, service needs, or complaints related to loss reports, material damage or rental assignments, and claim inquiries.
  • Also directs inside claims representatives in the absence of their supervisors.
  • Works with Vice President to establish, implement, and monitor strategic policies and procedures that are aligned with Company directives to further the service capabilities of the section.
  • Reviews section procedures and recommends methods to better coordinate work flow for maximum overall efficiency.
  • Responds to inquiries and written correspondence from Employees, Agents, Policyholders, and internal departments regarding issues, including claims and technical or procedural issues for clerical tasks.
  • Validates the work of Employees to ensure quality and quantity standards are met.
  • Identifies training needs as required.

Requirements

  • Bachelor’s degree and two years of related insurance operations, call center, or claims handling experience required; or Associate’s degree and three years of related insurance operations, call center, or claims handling experience required; or High school diploma or GED and five years of insurance operations, call center, or claims handling experience required.
  • Additional Experience Supervisory experience preferred.
  • In depth knowledge of ERIE claims handling practices and systems or equivalent industry experience preferred.
  • This position requires the incumbent to work a flexible schedule which may include holidays, weekends and/or other non-standard hours.
  • Designations and/or Licenses Completion of professional insurance designations such as General Insurance, AIC, or other related coursework preferred.
  • Willingness to pursue professional insurance designations required.
  • Currently holds or is willing to pursue appropriate license(s) as required by state.
Benefits
  • Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
  • Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
  • Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
  • 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
  • Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
  • Career development. Including a tuition reimbursement program for higher education and industry designations.
  • Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
claims handlinginsurance operationscall center managementperformance assessmentsstaffing forecastsworkflow coordinationemployee developmentquality assurancetraining needs identificationpolicy and procedure implementation
Soft Skills
supervisory skillscommunicationproblem-solvinginterpersonal skillsorganizational skillsleadershipflexibilityteam managementconflict resolutioncustomer service
Certifications
General InsuranceAICprofessional insurance designationsstate insurance license