FNOL Call Center Manager

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October 24

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Claims Management Resources, Inc. (CMR)

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B2B • Government • Transport

Claims Management Resources, Inc. (CMR) is a third‑party claims recovery firm that manages property damage claims and cost-recovery billing for utilities and government agencies. For over 35 years CMR has provided recovery services to utility companies and departments of transportation, handling billing, claim processing, and support resources for billed parties. The company positions itself as a low‑risk, high‑reward solution for managing property damage claims and facilitating payments, insurance coordination, and client communications.

51 - 200 employees

Founded 1988

🤝 B2B

🏛️ Government

🚗 Transport

📋 Description

• Oversees the FNOL customer service representatives (CSR’s), ensuring they provide the highest quality inbound communication services to our clients • Responsible for managing the processes involved in recording First Notice of Loss (FNOL) claims • Developing objectives/goals for the call center’s day-to-day activities • Hiring, coaching, and providing training to personnel to maintain high customer service standards • Collecting and analyzing statistics to improve performance and compile reports • Serving as a contact for escalated calls • Monitoring and providing coaching and assistance to CSR’s • Organizing staffing and schedule requirements • Evaluating performance using key metrics (accuracy, call-waiting time, etc.) • Working to improve FNOL CSR’s telephone communication skills, and other procedures through training and feedback • Overseeing and ensuring conflict resolution between associates and customers

🎯 Requirements

• Bachelor’s Degree required; Marketing, Business or Communications preferred • 5+ years’ experience in a call center environment; at least 3 years of which must have been in a supervisory capacity • Familiarity with high volume call center software systems • Excellent communication, management, interpersonal and leadership skills • Intermediate knowledge of Microsoft Excel, Word, Outlook, PDF’s and internet searches • Advanced phone and verbal communication skills • Adaptable to a teleworking environment • Maintains reliable high speed internet connection in their home-office

🏖️ Benefits

• Great benefits • Pre-employment drug testing