Customer Service First Notice of Loss (FNOL) Supervisor

Division or Field Office:

Office of Experience & Customer Service

Department of Position: Customer Service Dept 

Work from:

Corporate Office in Erie, PA Salary Range:

$79,191.00 - $126,500.00 *

salary range is for this level and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

 

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia. 

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

• Premier health, prescription, dental, and vision benefits for you and your dependents. Coverage begins your first day of work.
• Low contributions to medical and prescription premiums. We currently pay up to 97% of employees’ monthly premium costs.
• Pension. We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service.
• 401(k) with up to 4% contribution match. The 401(k) is offered in addition to the pension.
• Paid time off. Paid vacation, personal days, sick days, bereavement days and parental leave.
• Career development. Including a tuition reimbursement program for higher education and industry designations.
   

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

 

Position Summary

Supervises all activities of the Extended Hours Service to ensure that Policyholder and claimant loss reports and claims inquiries are handled in a prompt and efficient manner. Assists FNOL Representatives with claims questions or issues.

 

• This position is based out of our Corporate Office in Erie, PA.
• This position will primarily operate on the following schedule: Monday, Tuesday, Wednesday: 1:00-9:00 PM, Thursday, Friday: 10:00-6:00 PM, rotating weekends one every nine (9) weeks.

Duties and Responsibilities

• Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Establishes and maintains all staffing schedules. Forecasts staffing and recommends solutions based on historical data and industry standards, in order to meet changing responsibilities and duties.
• Directs the resolution of Policyholder, claimant, and Agent inquiries, service needs, or complaints related to loss reports, material damage or rental assignments, and claim inquiries. Also directs inside claims representatives in the absence of their supervisors.
• Works with Vice President to establish, implement, and monitor strategic policies and procedures that are aligned with Company directives to further the service capabilities of the section.
• Reviews section procedures and recommends methods to better coordinate work flow for maximum overall efficiency.
• Responds to inquiries and written correspondence from Employees, Agents, Policyholders, and internal departments regarding issues, including claims and technical or procedural issues for clerical tasks.
• Validates the work of Employees to ensure quality and quantity standards are met. Identifies training needs as required.

Duties and Responsibilities (cont'd if