Supervisor, FNOL

Accuserve is built on a foundation of community, fostering valuable connections and creating an innovative approach to help you navigate the insurance landscape.

Built on culture, grounded in compassion.

Job Summary:

Living the Accuserve values: Communicating and Connecting, Doing the Right Thing, Compassionately Serve, Courageously making an Impact and Staying Curious, the Supervisor, FNOL is responsible for day-to-day supervision of First Notice of Loss Quality Assurance Claim Representatives within an assigned unit to guarantee the proper handling of claims and that claim representatives are performing according to the established claim guidelines and procedures. Ensures First Notice of Loss representatives are providing insureds, and other persons involved the best claim service.

General Duties and Responsibilities:

General Duties and Responsibilities include monitoring calls and files to ensure adherence to company procedures and guidelines, conduct quality audits on selected FNOLs, utilize reporting to track quality audits, communicate to management audit trends and results, analyze reporting to identify anomalies and trends as well as perform other duties assigned such as completing FNOLs during high call periods. Perform daily quality checks of the FNOL associates, including the monitoring of inbound and/or outbound calls and other correspondence. Provides accurate and timely quality monitoring reports on quality issues. Provides feedback to managers regarding areas for improvement. Manage the day-to-day activities of other FNOL QA representatives and assign them tasks as necessary.

Minimum Requirements:

• A high school diploma or relevant experience is required as well as two to five years supervisory experience.
• Previous experience in a supervisory capacity, responsible for the day-to-day supervision of frontline associates in handling of claims management 
• Possess the ability to exercise discretion and independent judgment 
• Keyboard a minimum of 40 words per minute, preferred 65 words per minute 
• Perform and interpret basic computer commands 
• Able to handle conflict in a professional and courteous manner 
• Communicate concise information verbally and electronically 
• Write information that is clear and easy to understand 
• Work with peers and supervisory staff for the common goals of the organization 
• Reliable in meeting work commitments 
• Diffuse volatile situations
• Strong negotiation and customer services skills
• Able to be flexible and adapt to most any situation 
• Enroll in IICRC WRT Class. 
• Office or Call Center 24x7x365 environment 
• Travel is less than 5%
• Business Dress Professional 
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.