Bilingual Claims First Notice of Loss (FNOL) Representative II - General Motors Insurance

Why General Motors Insurance? Working at General Motors Insurance is a chance to help reinvent what insurance feels like for GM drivers — standing at the intersection of the larger GM enterprise and a growth business focused on safeguarding the GM consumer and their vehicles. Inside the enterprise, General Motors Insurance is a strategic growth initiative, which means your ideas directly shape the blueprint of an emerging business and its momentum. Powered by unique insights from GM’s connected technology, you’ll transform vehicle and driving insights into a seamless, connected user experience that rewards safer driving and simplifies every step—from quote to policy servicing to claims. You’ll collaborate across GM’s ecosystem of companies, build products and processes at the foundational phase of a rapidly scaling organization, and see your work land in the hands of real customers fast. It’s the kind of environment where curiosity and execution thrive together: experiment, iterate, and ship solutions that reduce the total cost of ownership while elevating confidence on the road. Most of all, you’ll contribute to a new enterprise business that’s creating tangible value for consumers nationwide — showing how insurance, when truly connected, can become a loyal companion to every GM journey. This position will be posted until filled. About the role: The Bilingual Claims First Notice of Loss (FNOL) Representative II at General Motors Insurance, your primary responsibility is for all aspects of Auto Claim intake of first notice of loss including claim creation, customer service, and initiating tools that will provide superior customer service and expedite the handling of the claim. In this role, you will answer phones (and other forms of communication) to respond to customers reporting new losses, as well as other Claims customer service-related calls. Additionally, this position includes entry level claim adjuster duties. This position must project a professional company image through all communication interactions. In this role you will: Provides first notice of loss support and claim creation for Auto Claims Investigates to uncover the Auto claim customers' needs and manages the customer experience from Auto claim intake to the assignment of the claim Answers incoming calls and emails from customers or other parties involved in claims; provides timely and correct product and service information Assists customers by completing the first notice of loss process, directing calls, or initiating tools to assist the progression of the claim. Ensures accuracy of first notice of loss entry Obtains and inputs information relating to accidents for new claim creation Assists with starting the claims process by initiating method of vehicle inspection, rental car set up, etc. Provides excellent customer service at all times Seeks guidance from team members to resolve issues and identify appropriate issues for escalation Contributes to business goals, performance metrics, and effectively uses tools & technology Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events What makes you an ideal candidate? Experience in an inbound phone-intensive, contact center environment using a headset Experience in a call center environment Experience in Insurance Claims a plus Computer literacy in a Windows operation environment Ability to empathize with customer is critical Excellent verbal and written communication Ability to work in a fast-paced environment Ability to multi-task (i.e. talking and typing simultaneously) Possess organizational and time management skills High degree of initiative, mature judgment and discretion Ability to navigate through multiple systems Fluent in English and Spanish Experience & Education High School Diploma or equivalent required; Bachelor’s Degree in a related field preferred 1 year of customer contact experience required 2 years of customer service experience preferred 6+ months of claims adjusting experience or 1 year of recent GM Financial customer service experience working in a member contact capacity or military experience preferred Licenses Must obtain, hold, and maintain a current Property and Casualty (P&C) or Personal Lines License in at least (1) US State required Additional Knowledge and Skills Working effectively within an AI enabled environment: Ability to use AI tools (e.g., Microsoft Copilot) to support daily work Skills in evaluating AI outputs for accuracy, compliance, and bias Experience integrating AI into workflows to improve efficiency or insights Familiarity with AI assisted research, summarization, and content generation Understanding of responsible AI use, including ethics and data protection What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays. Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive. Compensation: Competitive pay and bonus eligibility Work Life Balance: 100% remote #LI-CH1 #LI-remote #GMFJOBS The base range for this role is: $18.51/hr. - $33.42/hr. At GM Financial, we strive for transparency in all aspects of our business, including pay equity. This is the GM Financial pay range for this role and job level. The exact salary and compensation will vary based on factors like knowledge, skills, experience, and education. This role is eligible to participate in a performance-based incentive plan. Full time employees are eligible to participate in health benefits on day one of employment.