Job Description
Job Description
First Notice of Loss Representative
About the Company
Pearl Holding Group is a managing general agent that has been operating in the state of Florida since 1991. Pearl Holding Group represents Ocean Harbor Casualty Insurance Company and Equity Insurance Company.
Both companies specialize in personal auto insurance with basic limits providing you with the most value for your insurance dollar.
Pearl Holding is striving to become a best-in-class claims organization where we redefine the automobile claims experience through innovative solutions, compassionate service, and a relentless commitment to customer satisfaction. Our mission is to deliver fast, fair, and effortless claim resolutions that earn lasting trust and set a new industry standard. To make this a reality, we’re assembling a team of driven professionals who share this vision and can help us achieve it.
Our insurance policies are sold exclusively through independent agents. These agents are licensed professionals that offer knowledgeable advice and guidance to help you, the customer, select the best combination of coverage and cost, to meet all your insurance needs.
Position Summary
The First Notice of Loss (FNOL) Representative is the first point of contact for policyholders reporting a new insurance claim. This role is responsible for gathering accurate and timely information, providing excellent customer service during what can be a stressful moment and ensuring claims are set up correctly for efficient handling. The ideal candidate is empathetic, detail-oriented, and comfortable working in a fast-paced, customer-focused environment.
Classification: Nonexempt
Position type and expected hours of work: Full-time position with 40-hour work week Monday-Friday expected during regular business hours.
Salary/Pay Rate Range: $18.00 - $20.00/hour
Reports to: FNOL Manager
Essential Duties and Functions
The essential functions include, but are not limited to the following:
- Receive and document first notice of loss reports via phone, email, and mail.
- Accurately collect policyholder, claimant, and incident information in accordance with company guidelines.
- Enter claim data in claims management system with a high degree of accuracy.
- Explain the claims process, next steps, and expectations to policyholders and claimants.
- Provide empathetic, professional support to customers during stressful situations.
- Meet or exceed quality, productivity, and customer satisfaction metrics.
Minimum Qualifications (Knowledge, Skills, and Responsibilities)
- Strong relationship and interpersonal skills; ability to establish professional business relationships with other teams, departments, and our agency community.
- Effective verbal and written communication skills.
- Excellent customer service skills, phone etiquette, and professional demeanor.
- Ability to handle multiple tasks and prioritize workload accordingly
- Ability to resolve problems and receive constructive feedback
- Ability to work under pressure and meet deadlines
Required Education and Experience:
- High School diploma or equivalent.
- Minimum of 1+ years of prior experience in customer service, call center operations, or insurance processes.
- If required, you must be eligible to obtain a 620-insurance license.
Other duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Employee signature below indicates the employee's understanding of the requirements, essential functions and duties of the position.