CSR II -FNOL

Job Summary: 

• Transform the Customer Experience During Critical Moments
• At Solera, we help millions of consumers navigate some of life's most challenging situations following an automotive incident or property loss. As a global leader in vehicle lifecycle management, data, and software solutions, we support over 235,000 customers and partners across more than 90 countries.
• We are seeking empathetic, customer-focused professionals to join our First Notice of Loss (FNOL) team. In this role, you will serve as the first point of contact for customers reporting insurance claims, helping guide them through the claims initiation process while delivering an exceptional customer experience.
• This is an opportunity to join a growing organization, develop valuable insurance and customer experience expertise, and build a long-term career with a global technology leader.

What You'll Do

• Serve as the first point of contact for customers reporting new insurance claims.
• Accurately collect and document claim information for auto, property, liability, and workers' compensation claims.
• Provide timely, professional, and empathetic support during high-stress customer situations.
• Navigate multiple systems simultaneously while maintaining focus on customer needs.
• Coordinate communication between customers, insurance carriers, adjusters, and service providers.
• Ensure all customer interactions meet quality, compliance, and documentation standards.
• Resolve inquiries efficiently while creating positive customer experiences.
• Identify opportunities to improve customer satisfaction and recommend solutions.
• Meet performance expectations for quality, productivity, attendance, and customer satisfaction.

What We're Looking For

• Required Qualifications
• Minimum 1 year of customer service, contact center, claims, insurance, banking, healthcare, or service industry experience.
• Excellent verbal and written communication skills.
• Strong typing and computer navigation abilities.
• Ability to multitask across multiple applications while engaging customers.
• Proven ability to remain professional and composed under pressure.
• Strong attention to detail and accuracy.
• Availability to work assigned schedules.
• Preferred Qualifications
• Insurance, claims, roadside assistance, or financial services experience.
• Experience supporting customers in high-volume environments.
• Bilingual capabilities (English/Spanish) are a plus.
• Experience using CRM, customer support, or case management systems.

Success in This Role

• Top performers in this position:
• Demonstrate empathy and emotional intelligence.
• Build trust quickly with customers.
• Take ownership of customer concerns and follow through on commitments.
• Maintain exceptional attention to detail.
• Adapt quickly to changing priorities and business needs.
• Thrive in a fast-paced, team-oriented environment.

Why Join Solera?

• Competitive compensation and benefits.
• Stable full-time employment with fixed schedules.
• Career growth opportunities within a global technology organization.
• Modern tools, training, and development programs.
• Collaborative and inclusive culture.
• Opportunity to make a meaningful impact on customers during critical moments.
• About Solera
• Solera is a global leader in vehicle lifecycle management, insurance technology, and data-driven solutions. Our technology powers more than 300 million digital transactions annually and helps businesses and consumers navigate the automotive and insurance ecosystem with confidence. We are committed to innovation, customer success, and employee development.