First Notice of Loss (FNOL) Supervisor - General Motors Insurance

JOB DESCRIPTION

Why General Motors Insurance?

At General Motors Insurance, we are building an Insurtech business that will reinvent auto insurance. We are fully owned and backed by auto industry leaders General Motors and GM Financial.

This is a truly unique opportunity to join at the foundational stage of a start-up leading the transformation of the auto insurance experience.

GM has the largest connected vehicle fleet worldwide. In the US alone, there are currently 9M+ connected GM vehicles on the road and that number is projected to triple in the next 10 years. More than that, the OnStar system currently has access to over 900 data points from the vehicle. This surge in information about vehicles and how they are driven will revolutionize auto insurance. This disruption is backed by the bold GM vision of zero crashes, zero emissions and zero congestion. We are serious about the safety and financial security of our customers.

This position will be posted until filled.

The First Notice of Loss (FNOL) Supervisor will be responsible for providing and supporting a "Best in Class" insurance experience by managing and providing leadership to a team of FNOL representatives. As an FNOL Supervisor, you will play a crucial role in overseeing our call center operations, ensuring efficiency and accuracy while providing exceptional customer service. With your strong leadership, problem-solving skills, and knowledge of the insurance industry, you will guide a team of FNOL representative to deliver a "Best in Class" customer experience.

The ideal candidate will demonstrate a "start-up" mindset, embracing change, innovation, creativity, and a relentless determination to win. If you're ready to roll up your sleeves, embrace challenges, and make an impact, we want to hear from you!

About the role:

• Inspire and lead team in a manner that effectively maximizes business results and employee satisfaction
• Oversee and manage a team of FNOL representatives, providing guidance and support throughout the intake process
• Develop, implement, and execute behavioral based coaching techniques to maximize individual and team productivity and performance
• Coach, mentor, and teach FNOL representatives to support their continued growth and improvement
• Consistently work to develop all FNOL representatives
• Serve as an expert resource to representatives and colleagues regarding claims intake processes and procedures
• Review and evaluate calls, ensuring accuracy and adherence to company policies and procedures
• Foster a cooperative environment and empower individuals by supporting an open forum for innovation, change, growth, and sharing of knowledge and skills
• Conduct performance evaluations and provide ongoing training and development opportunities for FNOL representatives
• Monitor call center, identify trends or areas for improvement, and implement strategies to enhance call center operations and customer satisfaction
• Maintain a strong working knowledge of insurance regulations, industry trends, and best practices to ensure compliance and optimal claims management
• Use established monitoring systems to QA, monitor, and evaluate performance
• Generate appropriate action plans to enhance and improve performance of under-performing representatives
• Effectively use reward and recognition tools to drive business results and associate satisfaction
• Identify and implement strategies that will enhance the customer experience and improve productivity and performance
• Perform other duties as assigned
• Conform with all company policies and procedures

• Knowledge and understanding of call center operation
• Advanced understanding of personal lines auto claims
• Knowledge surrounding common industry claims systems and vendor products. (ex. Guidewire, Copart, ARMs, ISO, etc.)
• Must have a passion for providing outstanding Customer Service
• Possess strong leadership skills, including the ability to influence others, develop team members, and manage change and conflict
• Strong knowledge of insurance policies, coverage, and claims settlement procedures
• Excellent oral and written communication skills, and proven interpersonal skills necessary to interact effectively with customers and employees at all levels within the organization
• Demonstrated ability to link specific activities to desired results
• Ability to thrive in a collaborative environment with an eagerness to share ideas and support others
• Ability to use appropriate analysis, judgment and logic when solving problems and making decisions
• Effective analytical and problem-solving skills, with the ability to assess liability and coverage accurately
• Attention to detail and ability to handle multiple tasks in a fast-paced environment

• High School Diploma or equivalent required, Bachelor's Degree in a related field preferred
• 5+ years of auto and/or casualty claims handling experience required
• 3+ years of customer service experience required
• 3+ years of managing call centers preferred
• Prior experience in coaching, training, and/or mentoring individuals preferred

• Must obtain, hold, and maintain a current Property and Casualty (P&C) or Personal Lines License in at least (1) US State required