First Notice of Loss and Customer Service Representative (Auto Claims)

Customer Service Representative

Founded in 1989, United Automobile Insurance Company is an innovative and established organization looking for Customer Service Representatives to join our team. Family-owned, UAIC, is one of the largest privately held property and casualty insurance companies in the United States. The key to our growth and success is a commitment to providing quality service to our agents and customers, by providing disciplined underwriting, and strategic claims handling. Our ongoing efforts to invest substantial resources in personnel and technology are the foundation of our promise of assuring maximum efficiency and specialized operations in the industry. We are proud that our independent agents and customers have recognized our dedication by making UAIC the market leader in every state where we conduct business. Fluency is Spanish is highly desirable. Business hours are from 8:00 AM - 6:00 PM EST - schedules may vary based on the business need.

Scope

As a First Notice of Loss (FNOL) and Status Customer Service Representative for an automobile insurance company, you will serve not only as the first point of contact for policyholders following an accident or loss, but also as the representative responsible for updating customers on the status of their existing claims. In this critical role, your primary responsibility will be to provide compassionate, timely, and accurate assistance as customers report new auto claims, check the progress of ongoing claims, and seek updates throughout the process. You'll gather essential details, assess the initial claim situation, and ensure each customer feels informed, supported, and confident about the next steps. This position offers a remote work arrangement within the Southeast region. Fluency in Spanish is highly desirable.

Duties

• Act as the first point of contact for policyholders reporting losses or damages and for those seeking updates on existing claims.
• Gather relevant information, such as policy details, incident specifics, and contact information.
• Clarify coverage terms and claim status as needed.
• Offer clear, empathetic guidance to policyholders on next steps in the claims process.
• Explain the required documentation and information needed to process or advance a claim.
• Handle incoming calls from policyholders seeking updates on the status of their claims, providing clear, accurate, and empathetic information regarding claim progress, outstanding requirements, and next steps.
• Provide timely and accurate status updates to policyholders regarding their claims, including next steps and estimated timelines.
• Accurately record all information gathered during the FNOL process in the company's claims management system.
• Ensure completeness and accuracy of claim reports and status communications.
• Liaise with claims adjusters, appraisers, and other team members to schedule appraisals and relay updates.
• Address any concerns or questions the policyholder may have, providing regular follow-ups as needed.
• Ensure all FNOL and claim status processes adhere to company policies, industry regulations, and legal requirements.
• Provide feedback to management on ways to improve the FNOL and claims communication process for enhanced customer satisfaction and operational efficiency.

Education

• High school diploma or equivalent (Associate's degree is a plus).

Skills & Experience

• Bilingual (English & Spanish)
• At least 1 year of experience in a similar customer service role, preferably in the property and casualty insurance industry.
• Strong communication skills, both written and verbal.
• Detail-oriented with excellent organizational skills.
• Knowledge of property and casualty insurance policies, coverage, and claims processed is a plus.

Benefits

• 401(k) Retirement Savings Plan with employer match.
• Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance
• Paid Time Off, Holidays, and Leave programs.
• Flexible spending accounts
• Basic Life Insurance and Voluntary Life/ADD
• Voluntary Short Term and Long-Term Disability

The salary for this position will vary based on experience and qualifications. Candidates are encouraged to discuss compensation during the interview process. UAIC participates in the E-Verify program to confirm the employment eligibility of all newly hired employees. For more information about E-Verify, please visit . UAIC is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. All employment decisions at UAIC are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate.