Senior Customer Service Representative

Hours of operation are Monday through Friday 8am to 8pm ET.

• Seeking a 10am-7pm ET shift
• Seeking a 11am-8pm ET shift

The FNOL Customer Service team is looking for a Sr. Customer Service Representative to join the Claims team in our Cincinnati, OH office. This position will be in our downtown, Cincinnati office and will offer a hybrid work schedule (4 days in the office, 1 day working remote) post our initial training period.

• Representative must perform customer interactions quickly
• Performs claim intake via phone from Insureds, Claimants, Agents, and other parties during the initial First Notice of Loss (FNOL) for Workers Compensation, Auto, Property, General Liability, Storage, Equine, and others. Responds to inquiries, complaints, and concerns regarding the claims handling process and procedures.
• Take 20-25 inbound calls per day
• Resolves routine and non-routine incoming insured requests, while referring more complex issues to more experienced staff.
• Troubleshoot customer questions
• Researches and resolves simple to moderately complex customer complaints to ensure customer satisfaction and retention. Responsible for documenting processes used to correct issues.
• Responds to correspondence, complaints, and information requests via telephone or e‑mail.
• Utilizes computerized systems for tracking, documenting questions/responses, information gathering, and/or troubleshooting.
• Submits routine annotations on insureds’ claims. Processing may be determined by specific line of business.
• Maintains familiarity with policies and procedures, as well as the business and organization. Complies with company and regulatory guidelines.
• Call center experience preferred but not required
• Performs other duties as assigned.

• High School Diploma or equivalent.
• 1 to 3 years of related customer service experience.
• Excellent written, verbal, and interpersonal skills.
• Ability to work in a fast‑paced environment with minimal supervision.
• Must have strong PC skills and strong working knowledge of Microsoft Office.
• Ability to interact well with others in a team environment.
• Makes methodical yet swift decisions to meet customer needs.
• Strong customer service and interpersonal skills.
• Develops communication skills that convey a clear understanding of the unique needs of various customers.

Corporate Claims

We offer competitive benefits packages for full‑time and part‑time employees*. Full‑time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full‑time and eligible part‑time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs.

* Excludes seasonal employees and interns.