Customer Service Representative – First Notice of Loss (FNOL) – Remote & On‑Site Hybrid Role in Erie, PA

About arenaflex

arenaflex is a leading provider of property and casualty insurance solutions, serving millions of policyholders across the United States. With a heritage of more than a century, arenaflex combines the stability of a Fortune 500 organization with the agility of a modern, technology‑driven insurer. Our workforce of over 5,000 dedicated professionals and a network of more than 2,200 independent agencies collaborate to deliver “Above All in Service®” to every customer, every day. Whether you work from our vibrant corporate campus in Erie, PA, or from the comfort of your home, you’ll be part of a culture that values diversity, continuous learning, and community impact.

Why This Role Matters

The First Notice of Loss (FNOL) Representative is the first voice a customer hears when they need to report a claim. In this pivotal position, you will listen attentively, gather essential details, and set the tone for a smooth claims journey. Your ability to empathize, solve problems, and guide claimants through the early stages of the process directly influences customer satisfaction and the overall reputation of arenaflex.

Key Responsibilities

• Answer inbound calls, emails, and chat messages from policyholders, agents, claimants, and internal staff, providing accurate and courteous assistance.
• Document loss details in arenaflex’s claims management system, ensuring all required information is captured for downstream processing.
• Apply a solid working knowledge of arenaflex policies, procedures, and product lines to resolve inquiries within your authority level.
• Escalate complex or high‑impact issues to the appropriate specialist or supervisor in accordance with arenaflex escalation protocols.
• Coordinate immediate services such as repair referrals, rental vehicle reservations, property mitigation, and towing, aligning with the customer’s needs and policy coverage.
• Maintain up‑to‑date knowledge of arenaflex’s insurance products, industry regulations, and emerging trends through continuous training and self‑directed learning.
• Mentor new hires and serve as a subject‑matter expert for the FNOL team, sharing best practices and fostering a collaborative environment.
• Participate in scheduled training sessions, team meetings, and performance reviews to continuously improve service quality.
• Adhere to all arenaflex compliance standards, data privacy rules, and documentation requirements.
• Contribute ideas for process improvements, automation opportunities, and customer experience enhancements.

Core Competencies & Values

• Customer Focus: Prioritize the needs of the caller while balancing policy guidelines.
• Detail Orientation: Capture precise information to avoid downstream errors.
• Decision Quality: Make sound judgments quickly, knowing when to resolve or escalate.
• Collaboration: Work closely with underwriting, claims adjusters, and support teams.
• Innovation: Seek out tools and techniques that streamline the FNOL process.
• Accountability: Own your workload and meet performance metrics consistently.
• Diversity & Inclusion: Respect and value diverse perspectives, fostering an inclusive workplace.
• Self‑Development: Pursue ongoing learning, certifications, and skill enhancement.

Qualifications

Essential

• High school diploma or GED required.
• Strong verbal communication skills with a clear, friendly telephone presence.
• Ability to type at least 28 words per minute with accuracy.
• Proficiency in Microsoft Word, Excel, and basic data‑entry applications.
• Demonstrated ability to handle multiple tasks in a fast‑paced environment.
• Eligibility to work in the United States.

Preferred

• Prior experience in insurance customer service, call center, or related field.
• Completion of or active pursuit of insurance education such as General Insurance (INS 21‑23) or AIS (Associate in Insurance Services).
• Familiarity with claims management software or CRM platforms.
• Experience with remote work tools (VPN, headset, collaboration apps).
• Flexibility to work the 2nd‑shift schedule (3:00 PM – 11:00 PM) and occasional weekend or holiday coverage.

Physical & Environmental Requirements

• Frequent lifting of 0‑20 lb (50‑80% of the time) and occasional lifting of 20‑50 lb (≈20%).
• Regular manual keying and data entry (frequent).
• Rare driving, climbing, or heavy lifting beyond 50 lb.
• Workstation ergonomics compliant with arenaxflex’s health‑and‑safety standards.

Compensation & Benefits

arenaflex offers a competitive salary range of $30,686 – $49,018 per year, calibrated to experience, education, and geographic location. In addition to base pay, you may be eligible for performance bonuses and merit increases.

Our comprehensive benefits package includes:

• Health, Dental, Vision, and Prescription Coverage: Premiums are heavily subsidized—arenaflex pays up to 97% of employee costs, with coverage effective on day one.
• Traditional Pension Plan: One of only 13 Fortune 500 companies to offer a defined‑benefit pension, vested after five years of service.
• 401(k) Savings Plan: Company match up to 4% of your contributions, plus the pension for a robust retirement strategy.
• Paid Time Off: Generous vacation, personal, sick, bereavement, parental leave, and holiday pay.
• Life and Disability Insurance: Company‑paid basic life, short‑term, and long‑term disability coverage.
• Well‑Being Programs: Access to mental‑health resources, wellness challenges, and employee assistance programs.
• Education & Professional Development: Tuition reimbursement, industry certification support, and internal training pathways.
• Family‑Friendly Perks: Orthodontic coverage for children and adults, adoption assistance, fertility and infertility benefits.
• Community Engagement: Paid volunteer hours, matching charitable donations dollar‑for‑dollar, and opportunities to serve local nonprofits.

Career Growth & Learning Opportunities

At arenaflex, your career trajectory is shaped by your ambition and the company’s commitment to internal mobility. Starting as an FNOL Representative, you can progress to senior claims analyst, claims adjuster, team lead, or specialized roles in underwriting, risk management, and product development. Our learning platform offers on‑demand courses, mentorship programs, and leadership development tracks, ensuring you have the tools to advance.

Work Environment & Culture

Our Erie, PA corporate campus blends modern office design with collaborative spaces, breakout rooms, and quiet zones. For remote‑eligible candidates (within 50 miles of Erie, PA), we provide a home‑office stipend, ergonomic equipment, and a dedicated IT support line. arenaflex champions a culture of respect, inclusion, and continuous improvement—employees are encouraged to share ideas, participate in employee resource groups, and celebrate diverse perspectives.

Application Process

If you are ready to become the trusted voice that guides customers through their first claim experience, we invite you to apply today. Submit your resume, a brief cover letter highlighting your relevant experience, and any insurance certifications you hold. Our recruiting team will review applications promptly and reach out to qualified candidates for a virtual interview.

Join arenaflex – Make an Impact Every Day

Become part of a purpose‑driven organization where your contributions directly affect the lives of policyholders during their most vulnerable moments. At arenaflex, you’ll find a supportive team, meaningful work, and a pathway to a rewarding insurance career.

Apply Now