FNOL Associate - Virtual & Desk

Alacrity Solutions Group•Conyers, GA

About The Position

The FNOL Associate reports claims by asking required questions, obtains claim information from adverse carriers for insureds, and creates invoice files in Excel spreadsheets. The role completes call templates documenting whether claim reporting was successful, submits those templates to claim files, maintains thorough claim documentation, and updates the AC Phone Book as needed. The associate also maintains compliance with company procedures, confidentiality standards, and regulatory requirements; meets productivity, quality assurance, and attendance expectations; handles high call volumes professionally and accurately; and escalates complex or sensitive situations appropriately. Other related duties may be assigned. This position operates in a structured, secure-room environment. Employees may work in a monitored environment with restricted access, follow clean-desk and data-protection policies, use company-issued equipment and secured systems, and comply with applicable data-security requirements. Scheduled shifts may include evenings, weekends, holidays, or catastrophe-response hours as needed. The role requires prolonged sitting and computer use, frequent keyboarding, screen viewing, and telephone communication, and the ability to stay focused and accurate in a fast-paced, high-volume environment. Employees may occasionally lift or move up to 15 pounds and must be able to manage stressful conversations and multitask across systems. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. A high school diploma or GED and a minimum typing speed of 50 WPM are required, along with basic computer and data-entry proficiency. High-volume inbound-call experience is preferred. Preferred qualifications also include knowledge of insurance terminology and claims processes, prior customer-service or call-center experience, and experience with claims-management or CRM systems. Candidates must be able to pass background screening and applicable employment verification, maintain confidentiality, attend reliably, and provide schedule flexibility. Overtime or extended hours may be required during catastrophe events. The position is full-time, scheduled for 80 hours per pay period (two weeks). Alacrity Solutions offers benefits including medical, dental, and vision coverage, paid time off, a health savings account, and an employee assistance program. Compensation may include base pay and variable components such as commission or performance-based bonuses; the final amount depends on the candidate’s experience and qualifications.

Requirements

High school diploma or GED.
Minimum typing speed of 50 WPM.
Basic computer and data-entry proficiency.
Strong verbal and written communication skills.
Active listening and customer-service orientation.
Empathy and emotional intelligence.
Attention to detail and data accuracy.
Ability to multitask and prioritize effectively.
Problem-solving and decision-making skills.
Adaptability in a fast-paced environment.
Conflict-resolution and de-escalation skills.
Proficiency in Microsoft Office Suite, including Word, Outlook, and Excel.
Strong computer proficiency and system-navigation skills.
Time-management and organizational skills.
Ability to maintain confidentiality and professionalism.
Regular and reliable attendance.
Ability to pass background screening and applicable employment verification requirements.
Ability to maintain confidentiality of sensitive customer information.
Reliable attendance and schedule flexibility.
Ability to work overtime or extended hours during catastrophe events when necessary.
Compliance with company policies, procedures, and security requirements.

Nice To Haves

Experience handling high-volume inbound calls.
Knowledge of insurance terminology and claims processes.
Previous customer-service or call-center experience.
Experience using claims-management or CRM systems.

Responsibilities

Report claims by asking all required questions.
Obtain claim information from the adverse carrier and provide the claim information to the insured.
Create invoice files in an Excel spreadsheet.
Complete call templates reflecting successful or unsuccessful claim reporting and submit them to the claim file.
Provide thorough claim documentation for each claim.
Maintain compliance with company procedures, confidentiality standards, and regulatory requirements.
Meet departmental productivity, quality assurance, and attendance expectations.
Handle high call volumes while maintaining professionalism and accuracy.
Escalate complex or sensitive situations appropriately.
Update the AC Phone Book as needed.
Perform other related duties as assigned.