FNOL Customer Service Rep

Company Details

Berkley One is a modern insurance provider for a modern generation of affluence. We serve clients who live dynamic, adventurous lives and expect their insurance experience to match. Our mission is to deliver highly personalized risk and claims management through a blend of expert independent agents, cutting-edge digital tools, and the strength of the W.R. Berkley brand.

Why Join Us?

At Berkley One, youll be part of a forward-thinking team thats reimagining personal insurance. Were building solutions that are as sophisticated and agile as the clients we serveindividuals and families who value innovation, simplicity, and exceptional service. Youll collaborate with passionate professionals, leverage modern technology, and help shape the future of our industry.

#LI-AV1 #LI-HYBRID

What We Value

• A client-first mindset with a passion for delivering exceptional experiences
• Curiosity, creativity, and a drive to challenge the status quo
• Collaboration across disciplines to build smarter, more intuitive solutions
• Integrity, expertise, and a commitment to excellence

The Company is an equal employment opportunity employer.

Responsibilities

As a FNOL Customer Service Representative, you'll be a Claims Concierge and the first point of contact for our clients during their claims journey. Youll play a critical role in ensuring a seamless and supportive experience by managing claim intake calls, responding to inquiries, and executing essential claims processing tasks. This role requires a high level of professionalism, attention to detail, and a passion for customer service.

This role will be based in our Wilmington, DE office. We offer a hybrid work schedule with 4 days in the office; and 1 day remote where it makes sense to do so.

What you can expect:

• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross functional teams
• Opportunity to impact change
• Benefits competitive compensation, paid time off, comprehensive wellness benefits and programs, employer funded health savings account, profit sharing, 401k, paid parental leave, employee stock purchase plan, tuition assistance and professional continuing education

We'll count on you for:

Client Interaction & Call Management

• Serve as a primary contact in the claims call queue, handling:
  • First Notice of Loss (#FNOL) calls with empathy and accuracy.
  • Claims inquiry calls, including status updates, payment questions, and check reissuance.
• Arrange car rental setups and extensions as needed.
• Provide timely and professional responses to client inquiries via phone and email.

Claims Processing & Support

• Accurately and efficiently process:
  • Foundational claims (e.g., glass, towing).
    • Invoice submissions and recoveries.
  • Property vendor assignments and loss prevention benefits.
  • Police report ordering.
  • Inbound and outbound mail.
• Post recoveries and manage documentation in claims systems.
• Collaborate with internal teams to ensure smooth claims handling.

Administrative & Project Support

• Maintain organized records and contribute to process improvements.

Qualifications

What you need to have:

• Strong communication skills, both verbal and written
• Ability to manage multiple tasks in a fast-paced environment
• Proficiency in claims systems and Microsoft Office Suite
• High level of discretion and professionalism when handling sensitive client information
• Must be able to obtain property and casualty adjuster licenses for all states that require a license within 6 months

What makes you stand out:

• Bachelors degree preferred but not required
• Prior experience in insurance claims or customer service

Additional Company Details We do not accept any unsolicited resumes from external recruiting agencies or firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees. Base Salary Range: $45,000 to $55,000 Eligible to participate in annual discretionary bonus. Benefits: Health, Dental, Vision, Life, Disability, Wellness, Paid Time Off, 401(k) and Profit-Sharing plans. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Sponsorship Details Sponsorship not Offered for this Role