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

GM Financial•Fort Worth, TX

About The Position

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!

Responsibilities

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