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