FNOL Supervisor – General Motors Insurance
GM Financial
full-time
Posted on:
Location Type: Remote
Location: Texas • United States
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Salary
💰 $73,500 - $147,000 per year
About the role
- Inspire and lead team in a manner that effectively maximizes business results and employee satisfaction
- Oversee and manage a team of FNOL representatives, providing guidance and support throughout the intake process
- Develop, implement, and execute behavioral based coaching techniques to maximize individual and team productivity and performance
- Coach, mentor, and teach FNOL representatives to support their continued growth and improvement
- Consistently work to develop all FNOL representatives
- Serve as an expert resource to representatives and colleagues regarding claims intake processes and procedures
- Review and evaluate calls, ensuring accuracy and adherence to company policies and procedures
- Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change, growth, and sharing of knowledge and skills
- Conduct performance evaluations and provide ongoing training and development opportunities for FNOL representatives
- Monitor call center, identify trends or areas for improvement, and implement strategies to enhance call center operations and customer satisfaction
- Maintain a strong working knowledge of insurance regulations, industry trends, and best practices to ensure compliance and optimal claims management
- Use established monitoring systems to QA, monitor, and evaluate performance
- Generate appropriate action plans to enhance and improve performance of under-performing representatives
- Effectively use reward and recognition tools to drive business results and associate satisfaction
- Identify and implement strategies that will enhance the customer experience and improve productivity and performance
- Perform other duties as assigned
- Conform with all company policies and procedures
Requirements
- High School Diploma or equivalent required, Bachelor’s Degree in a related field preferred
- 5+ years of auto and/or casualty claims handling experience required
- 3+ years of customer service experience required
- 3+ years of managing call centers preferred
- Prior experience in coaching, training, and/or mentoring individuals preferred
- Must obtain, hold, and maintain a current Property and Casualty (P&C) or Personal Lines License in at least (1) US State required
Benefits
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Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
claims handlingcoaching techniquesperformance evaluationscall center managementcustomer servicequality assuranceaction planningtraining developmentbehavioral coaching
Soft Skills
leadershipmentoringteam developmentcommunicationproblem-solvinginnovationcollaborationemployee satisfactionperformance improvement
Certifications
Property and Casualty LicensePersonal Lines License