FNOL Customer Service Advisor
Core
First point of contact for policyholders reporting new claims, gathering details, checking coverage, and ensuring information collection before claim transfer.
Role type
FNOL Customer Service Advisor (Claims)
Builds
New claim intake and initial assessment for household insurance policies
Domain
Insurance / Claims Management
Deliverable
client delivery
Required skills
policy coverage verification, fraud detection, claim lifecycle management, technical report assessment, settlement decision making, system navigation (TCS, EFNOL)
Preferred skills
handling sensitive situations, active listening, administrative organization
Technologies
TCS, EFNOL online system
Responsibilities
Answer first point of contact calls for new claims and transfers, identify potential fraud triggers, set accurate expectations for claims journey, complete relevant steps when setting up claims, manage individual file ownership and follow actions to completion, assist other departments with claims queries
Seniority
Entry-level to Junior, hands-on IC