Unit Supervisor- First Notice of Loss (FNOL)

We are currently looking for a talented Supervisor to lead our newly established FNOL Unit in our Farmington, CT office.

The FNOL Supervisor will be responsible for managing, coaching and developing a Team of FNOL Representatives who take our insureds calls when initially reporting a loss, accurately document the loss facts/information and set the appropriate services to prepare the claim for successful handling. The environment is fast paced, collaborative and provides a great opportunity to develop and display leadership skills. This is a full-time, Monday through Friday position, currently 4 days in the office and 1 remotely.

What You’ll Do

• Manage a Team of FNOL Representatives to ensure operational goals and targets are met while delivering an outstanding customer experience.
• Leverage performance metrics, reports and regular call monitoring to assess operational health of the team, identify opportunity/gaps and proactively develop action plans to address those.
• Carry out regular Quality Assurance reviews for all members of the team, communicate the wins and areas of opportunities.
• Meet regularly with individuals and the collective team to provide guidance, feedback and coaching in an efficient and effective manner.
• Keep the team engaged, motivated and operating according to company standards.
• Effectively manage the phones to maximize availability and minimize wait times.
• Perform salary administration and performance evaluation of staff. Address and properly document performance issues, action plans and general developmental needs.
• Actively participates in the annual Objective setting process for the team.
• Regularly review customer and employee feedback to identify areas for improvement and implement necessary changes to enhance service quality.
• Deliver training focused on customer service excellence, ensuring that FNOL reps are equipped with the skills to handle customer interactions effectively.
• Act as an escalation point for complex customer issues, ensuring timely and satisfactory resolution.

Education You’ll Need

• Bachelor’s Degree from an accredited 4-year College/University.

What You Need To Bring To the Table

• Prior FNOL, call center, or supervisory experience is preferred.
• Proficient use of Microsoft Office Suite products.
• Excellent communication, organizational and customer service skills.
• Demonstrated level of competency in time management, priority setting and customer focus.
• Passion for continuous improvement, coaching and developing others.
• Ability to work under pressure while maintaining a positive and optimistic demeanor.
• Ability to work in a team environment.

What’s In It For You?

• 4 weeks accrued paid time off plus 9 paid national holidays per year.
• Tuition Reimbursement.
• Low-cost and excellent coverage health insurance options (medical, dental, vision).
• Robust health and wellness program and fitness reimbursements.
• Auto and home insurance discounts.
• Matching gift opportunities.
• Annual 401(k) Employer Contribution (up to 7.5% of your base salary).
• Company-sponsored social events.
• Various Paid Family leave options including Paid Parental Leave.

About Plymouth Rock

The Plymouth Rock Company and its affiliated group of companies write and manage over $2.2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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