Bilingual Claims First Notice of Loss (FNOL) Representative II - General Motors Insurance

Responsibilities

• Provides first notice of loss support and claim creation for Auto Claims
• Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim
• Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information
• Affords assistance by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim
• Ensures accuracy of first notice of loss entry
• Obtains and inputs information relating to accidents for new claim creation
• Affords assistance with starting the claims process by initiating method of vehicle inspection, rental car set up, etc.
• Provides excellent customer service at all times
• Seeks guidance from team members to resolve issues and identify appropriate issues for escalation
• Contributes to business goals, performance metrics, and effectively uses tools & technology
• Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events

Qualifications

• Experience in an inbound phone-intensive, contact center environment using a headset
• Experience in a call center environment
• Experience in Insurance Claims a plus
• Computer literacy in a Windows operation environment
• Excellent verbal and written communication
• Ability to work in a fast-paced environment
• Ability to multi-task (i.e. talking and typing simultaneously)
• Possess organizational and time management skills
• High degree of initiative, mature judgment and discretion
• Possess fluency in English and Spanish
• High school diploma or equivalent required; bachelor’s degree in a related field preferred
• One year of customer contact experience required
• Two years of customer service experience preferred
• Six+ months of claims adjusting experience or one year of recent GM Financial customer service experience working in a member contact capacity or military experience preferred
• Must obtain, hold, and maintain a current Property and Casualty (P&C) or Personal Lines License in at least (1) US State required