Citizens Bilingual FNOL Customer Service Agent

Citizens Bilingual FNOL Agent

Location:

Seattle, WA 98104

Position Type:
Full-Time/Part-Time

Hourly Wage: $15.50 per hour (bilingual agent)

Salary Range: $15.50 - $15.50 per hour

Employment Type:

W2 employee, paid biweekly via direct deposit.

As a Citizens Bilingual FNOL Agent, you will support Citizens policyholders by handling incoming calls in English and Spanish, filing First Notice of Loss (FNOL) reports, and guiding callers through the initial claims process. You will serve as an advocate for the customer, ensuring concerns are addressed and resolved while maintaining professional conduct and adherence to company policies, ethical standards, and information protection guidelines.

• Answer incoming calls from customers reporting a loss.
• Guide callers through the start of the claims process.
• Collect and document detailed information about the incident.
• Input data into insurance systems to create the claim file.
• Provide support and reassurance during stressful situations.
• Make occasional outbound calls.
• Actively advocate for callers to ensure their needs are fully understood and addressed.
• Maintain professional conduct and adhere to company policies, ethical standards, and information protection guidelines.

• Bilingual—fluent in Spanish and English (must pass a fluency test).
• Legally authorized to work in the United States.
• High school diploma or equivalent.
• Background check clearance.
• Excellent verbal and written communication skills.
• Strong listening skills, empathy, and ability to remain calm under pressure.
• Strong attention to detail and accurate documentation.
• Effective time‑management, multitasking, and system navigation skills.
• Problem‑solving and critical thinking in a fast‑paced environment.
• Team collaboration and cooperation.

• Two or more years of customer service experience.
• Call center experience.

• Knowledge of Property / Casualty Insurance operations and common policy elements.

• Desktop or true laptop (Windows 11 supported, Apple/Mac, tablets, ChromeOS, Android devices are not compatible).
• Minimum 8GB RAM, 2.00GHz processor, >4 CPU cores.
• At least 25
  
  Mbps download, 3
  
  Mbps upload, 200ms latency, 50ms jitter, 1% packet loss.
• US‑based ISP using a hard‑wired Ethernet connection; no Wi‑Fi, satellite, cellular hotspot, or 5G internet.
• USB‑wired headset with noise‑canceling microphone.
• Second monitor optional but recommended.

• Client hours of operation: 24h/day, 7days/week, 365days/year.
• Shift selection primarily between 9:00AM and 5:00PM EST; nights and weekends available.
• Shift selections in 1‑hour increments.
• Minimum 25hours per week, up to 40hours per week.

Orientation and training sessions are paid. Dates and times are tentative and subject to change.