Call Center Manager (Auto Insurance Claims)

Alacrity Solutions

Call Center Manager (Auto Insurance Claims)

Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through the completion of repairs. By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process. To learn more, visit .

The Call Center Automobile First Notice of Loss (FNOL) Manager is responsible for overseeing the initial claims intake process for automobile insurance claims. This role ensures the efficient and accurate handling of claims from the first report of loss through to the assignment of the claim to a claims adjuster. The Call Center FNOL Manager will lead a team of FNOL representatives, ensuring high levels of customer service, accuracy, and adherence to company policies and regulatory requirements.

Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)

• Team Leadership and Development:
• Supervise and manage the FNOL team, including hiring, training, performance evaluations, and professional development.
• Foster a positive and productive work environment, encouraging teamwork and continuous improvement.
• Operational Management:
• Oversee the FNOL process to ensure timely and accurate intake of claims information.
• Develop and implement standard operating procedures for FNOL processes.
• Monitor workload and staffing levels to ensure optimal efficiency and customer service.
• Implement and maintain performance metrics to measure and improve FNOL operations.
• Customer Service:
• Ensure FNOL representatives deliver exceptional customer service, providing support and guidance during the initial claims reporting process.
• Handle escalated customer issues and complaints, ensuring satisfactory resolution.
• Quality Assurance:
• Conduct regular audits of FNOL reports to ensure accuracy, completeness, and compliance with regulatory requirements.
• Identify and address training needs and areas for improvement within the team.
• Collaboration:
• Work closely with other departments, such as claims adjusters, underwriting, and IT, to streamline processes and improve overall claims handling.
• Participate in cross-functional projects and initiatives to enhance the FNOL process and customer experience.
• Reporting and Analysis:
• Prepare regular reports on FNOL activities, performance metrics, and trends for senior management.
• Analyze data to identify patterns, areas for improvement, and opportunities for process enhancements.
  
  

Skills & Requirements:

• At least 5 years of experience in an auto insurance claims environment, with at least 2 years in a supervisory or management role
• Bachelor's degree in business administration, insurance, or a related field preferred.
• Strong knowledge of automobile insurance policies and claims processes.
• Relevant insurance industry certifications (e.g., CPCU, AIC) are a plus
• Excellent leadership and team management skills.
• Strong customer service orientation with the ability to handle difficult situations calmly and effectively.
• Exceptional organizational and time management skills.
• Detail-oriented with strong analytical and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Proficient in claims management software and Microsoft Office Suite.
  
  

Supervisory Responsibilities:

• Supervise staff of 5+ representatives
• Provide constructive and timely performance evaluations
• Handle discipline and termination of employees in accordance with company policy
• Clearly and concisely communicate the region’s performance against the departmental objectives
  
  

Physical & Mental Demands:

The physical demands described here are representative and must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• While performing the duties of this job, the employee is regularly required to sit and talk or listen. The employee is occasionally required to stand, walk, and use hands to handle or feel
• Ability to read, analyze, and interpret financial reports, and legal documents, and respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
  
  

Starting Salary Range:

• $55,000 – $67,000 / Annually
• Exempt-Salaried
  
  

Job Specifics:

• In Office (Irving, TX)
• Call Center Environment
• Core Hours: Full-Time (M-F, 8am-5pm CST)
• Storm season will require longer working hours
  
  

Travel Required:

• N/A
  
  

Why Choose Alacrity?:

• Benefits Package including: Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
• HSA Bank with selection of High Deductible Health Plan
• 401K plan options
• Flex & Sick Time
• Paid Holidays
  
  

Affirmative Action/EEO Statement

Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

How Long We Retain Personal Information:

We will keep your personal information for as long as necessary to fulfill legitimate business purposes and in accordance with applicable laws.

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