Job Description

Job Description

Job Description

The FNOL Customer Service Advisor ensures the delivery of exceptional customer support through fast, accurate, and empathetic communication while supporting First Notice of Loss (FNOL) reporting, claims intake, and administrative claim functions. This role serves as the first point of contact for policyholders, branch representatives, managing general agents, and business partners by assisting with claim reporting, customer inquiries, payment processing, documentation handling, and operational claim support activities.

This position combines customer service, FNOL documentation, claims administration, and operational support responsibilities in a fast-paced, high-volume environment requiring strong multitasking, attention to detail, professionalism, and the ability to navigate multiple systems simultaneously.

Qualifications:

• High School Diploma or equivalency required.
• Minimum 3 years of customer service experience required; call center experience preferred.  
• Minimum 2 years of experience in a claims or insurance-related environment preferred.  
• Experience working within multiple systems/programs simultaneously in a fast-paced environment.  
• Experience handling multichannel communications including phone, email, chat, and text preferred.  
• Bilingual in Spanish is a plus.  

Primary Job Functions:

• Serve as the first point of contact for policyholders, branch representatives, and agents by handling inbound and outbound communications related to FNOL reporting, claim status, and customer inquiries.
• Manage a high volume of calls and customer interactions while maintaining professionalism, empathy, and accuracy.
• Gather, review, and input claim information into internal systems accurately and timely.
• Process, upload, index, and route claim documentation, technical reports, mail, and correspondence to appropriate departments or claim handlers.
• Support Claims Examiners and operational teams by monitoring claim queues, vaults, and pending reports to ensure service level agreements (SLAs) are met.
• Process payments within claim systems in accordance with company procedures and authority guidelines.
• Communicate claim requirements, documentation needs, timelines, and next steps to customers clearly and professionally.
• Maintain accurate claim notes and documentation within claim management systems.
• Collaborate with Claims Examiners, adjusters, leadership, and other departments to ensure efficient claim handling and customer support.
• Utilize SOPs, manuals, job aids, and internal resources to ensure accuracy, consistency, and compliance with established procedures.  
• Foster positive working relationships with customers, agents, third-party administrators, and internal business partners.  
• Remain flexible to support multiple lines of business including Credit Protection, Debt Cancellation, Property, and Specialty claims.  
• Assist other departments and operational functions as business needs require.  
• Maintain confidentiality and compliance with all customer, claim, and regulatory requirements.  
• Meet established productivity, quality assurance, attendance, and customer experience expectations. 

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

• Excellent interpersonal and customer service skills.
• Strong verbal and written communication skills.
• Demonstrated ability to multitask and navigate multiple systems simultaneously.
• Strong attention to detail and organizational skills.
• Ability to prioritize tasks and manage workload effectively in a high-volume environment.
• Demonstrated ability to take initiative, proactively identify tasks, and work independently with minimal supervision.
• Prior experience in a claims environment, including FNOL processes and customer interactions.
• Familiarity with insurance terminology, claims processes, and industry standards.
• Ability to thrive in a fast-paced, rapidly changing environment.
• Critical thinking and problem-solving skills with the ability to identify appropriate solutions.
• Proficiency in Microsoft Office applications including Word, Excel, Outlook, and Teams.
• Ability to maintain professionalism and empathy during difficult or sensitive customer interactions.
• Strong teamwork and collaboration skills.
• Ability to maintain confidentiality and comply with company policies and procedures.

Additional Information:

• Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.
• Fortegra is not accepting unsolicited resumes from search firms for this position.
• Internal Notice: As part of our commitment to talent development, this position is open for internal promotion applications at the time of public posting.

Job Posting Disclaimer:

Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.

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