First Notice of Loss (FNOL) Representative

JOB DESCRIPTION

Why GM Financial?

GM Financial is the wholly owned captive finance subsidiary of General Motors and is headquartered in Fort Worth, U.S. We are a global provider of auto finance solutions, with operations in North America, South America, and the Asia Pacific region. Through our long-standing relationships with auto dealers, we offer attractive retail financing and lease programs to meet the needs of each customer. We also offer commercial lending products to dealers to help them finance and grow their businesses.

At GM Financial, our team members define and shape our culture - an environment that welcomes new ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work - we thrive.

Our Purpose: We pioneer the innovations that move and connect people to what matters

• Provides first notice of loss support and claim creation for Auto Claims
• Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim
• Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information
• Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim.
• Ensures accuracy of first notice of loss entry
• Obtains and inputs information relating to accidents for new claim creation
• Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc.
• Provides excellent customer service at all times
• Seeks guidance from team members to resolve issues and identify appropriate issues for escalation
• Contributes to business goals, performance metrics, and effectively uses tools & technology
• Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events

• Experience in an inbound phone-intensive, contact center environment using a headset
• Experience in a call center environment
• Experience in Insurance Claims a plus
• Computer literacy in a Windows operation environment
• Ability to empathize with customer is critical
• Excellent verbal and written communication
• Ability to work in a fast-paced environment
• Ability to multi-task (i.e. talking and typing simultaneously)
• Possess organizational and time management skills
• High degree of initiative, mature judgment and discretion
• Ability to navigate through multiple systems
• Must be able to obtain (AIC) within 30 days of start date Req
• Normal environment

• 1 year of customer contact experience Req
• 2 years of customer service experience Pref
• 6+ months of claims adjusting experience or 1 year of recent GM Financial customer service experience working in a member contact capacity or military experience Pref

• High School Diploma or equivalent Required
• Associate Degree
• Bachelor's Degree in related field Preferred
• Master's Degree