Job Title:   FNOL Claim Service Rep
11 / 26 / 2013

FNOL Claim Service Representative Job Summary
Performs standard duties utilizing routine procedures on claim assignments of low complexity or of a repetitive nature. Determines coverage and investigates, analyzes, negotiates and settles claims while delivering quality customer service in a high volume and low complexity work environment.
Essential Functions(primary functions and/or reasons the job exists in order of importance)
  1. Coverage/Investigation/Liability - Determines whether or not proper coverage exists for the type of claim assigned.  Investigates thoroughly to obtain relevant facts concerning all aspects of the claim, such as coverage, liability, and damages, and makes decisions, where appropriate, on claim resolution.   
  2. Customer Service - Ensures customer service excellence.  Responsible for the customer and agent experience associated with assigned claims. 
  3. Damages - Determines the value of the physical damage of property and/or automobiles through use of appropriate tools.  Obtains all necessary documentation to support claim evaluation.  Recognizes claim file exposures and escalates appropriately.
  4. Communication - Maintains effective and ongoing communications with insureds, claimants, agents, attorneys, other insurance companies, representatives, vendors, and company personnel. 
  5. Negotiation/Settlement - Within decision making authority, negotiates timely and appropriate settlements with insureds, claimants, vendors, attorneys, and other insurance companies.  Completes appropriate reports so that the current status of the claim is clearly documented at all times. 
  6. Reserving/Reporting - In accordance with Westfield’s reserving philosophy, establishes and reviews proper reserves for each claim based upon thorough investigation, evaluation, and experience.   
Desired Qualifications/Experience/Certification/Education(in order of importance)
  1. Ability to handle casualty claims with exposure up to $10,000.
  2. Demonstrate strong oral, written, and interpersonal communication skills.
  3. Strong organizational and time management skills.
  4. Efficient use various core systems, office and computer equipment and software packages (including Microsoft Office products such as Word and Excel).
  5. High school diploma, GED or demonstrated commensurate experience.  
Physical Requirements(specific to the role)                                           
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
  • Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).
  • Ability to communicate effectively in a collaborative work environment utilizing various technologies such as:  telephone, computer, web, voice, teleconferencing, e-mail etc.
This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.
Member companies of the Westfield Group are Equal Opportunity Employers (M/F/D/V).

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Member companies of the Westfield Group are Equal Opportunity Employers (M/F/Disabled/Protected Veteran).