Customer Service Representative (FNOL) – First Notice of Loss Specialist with Partial Remote Work Options in Erie, PA | Join arenaflex's Award-Winning Claims Team

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About arenaflex

Welcome to arenaflex, where we're not just building an insurance company—we're crafting a legacy of excellence, trust, and outstanding customer care. As a Fortune 500 leader in the insurance industry, arenaflex has been serving communities across the nation with integrity, innovation, and an unwavering commitment to our policyholders. We believe that our greatest asset isn't our extensive product portfolio or our robust financial standing—it's our people. With over 5,000 dedicated employees and a network of more than 2,200 independent agencies spanning 12 states and the District of Columbia, arenaflex stands as a testament to what happens when talented individuals come together with a shared vision of excellence.

At arenaflex, we take immense pride in our culture of diversity, inclusion, and belonging. We understand that our workforce is our competitive advantage, and we strive to create an environment where every team member feels valued, respected, and empowered to grow. Whether you're working from our corporate headquarters in Erie, Pennsylvania, or joining us remotely from the comfort of your home, you'll be part of a team that genuinely cares about making a difference in people's lives every single day.

Our commitment to "Above all in Service®" isn't just a tagline—it's the foundation of everything we do. We believe that when our employees thrive, our customers thrive, and our communities thrive. That's why we invest heavily in your professional development, your well-being, and your future. If you're looking for more than just a job—if you're seeking a career where you can make an impact, grow your skills, and be recognized for your contributions—we invite you to explore the exciting opportunity below.

Position Overview: First Notice of Loss (FNOL) Representative

Are you a natural communicator who thrives in a fast-paced, customer-focused environment? Do you have a passion for helping others navigate through challenging situations with empathy, professionalism, and expertise? If so, arenaflex has an exceptional opportunity for you to join our renowned Customer Service Division as a First Notice of Loss (FNOL) Representative.

In this critical role, you'll be the first point of contact for customers experiencing some of life's most stressful moments—whether they've been in an accident, faced unexpected property damage, or need to file a claim. Your ability to listen actively, assess needs, and provide compassionate guidance will directly impact our customers' experience and reinforce arenaflex's reputation for exceptional service. You'll utilize various communication platforms to engage with policyholders, agents, claimants, and internal stakeholders, ensuring each interaction resolves with clarity, confidence, and care.

This position offers a unique blend of challenges and rewards. You'll work within our FNOL Contact Center Operations Department, where no two days are alike. You'll have the opportunity to develop deep expertise in insurance products, claims processes, and customer relationship management. Best of all, for eligible candidates residing in Ohio or Pennsylvania (living at least 50 miles outside of Erie, PA), we offer partial remote work flexibility—allowing you to balance your professional and personal life while continuing to grow your career with arenaflex.

Key Responsibilities

As an FNOL Representative at arenaflex, you'll play a pivotal role in our claims operation. Your primary responsibilities include:

• Customer Inquiry Management: Utilize multiple platforms to respond to inquiries from customers, including policyholders, agents, claimants, and internal employees. You'll actively listen to understand their needs, clarify information, and offer appropriate solutions.


• Policy and Procedure Application: Apply a working knowledge of arenaflex and department policies and procedures to conduct business-appropriate conversations while guiding customers toward appropriate resolution paths.


• Issue Resolution: Resolve customer issues within your scope of authority, demonstrating sound judgment and problem-solving skills. When situations exceed your authority, you'll expertly escalate to the appropriate area or person in accordance with company policies.


• Account Servicing: In accordance with arenaflex policy and procedures, manage and service office account books of business with attention to accuracy and detail.


• Claims Processing: Apply proficient knowledge of arenaflex systems and products to respond to caller concerns across all lines of business. Process loss reports and claims within scope of authority and established guidelines.


• Claims Services: Provide comprehensive claims services, including but not limited to repair options coordination, rental vehicle reservations, property mitigation guidance, and towing arrangements.


• Continuous Learning: Attend appropriate training and informational meetings to learn and maintain a working knowledge of arenaflex policies, procedures, and processing systems, as well as industry knowledge and applicable licensure requirements.


• Mentorship and Expertise: Train and mentor less experienced staff members, and serve as a subject matter expert (SME) for department initiatives and special projects as applicable.

Work Schedule and Requirements

The FNOL Representative position is a second-shift role with a standard schedule from 3:00 PM to 11:00 PM, five days per week. As our customer service center operates 24 hours a day, seven days a week—including holidays—you must be flexible and willing to work Monday through Sunday and holidays as needed.

During the first three months of employment, all new team members will attend comprehensive training from 8:30 AM to 4:30 PM, Monday through Friday. This training period is essential for building your foundation in arenaflex systems, products, and customer service excellence.

Remote Work Eligibility: This position offers remote work opportunities for qualified candidates residing in Ohio and Pennsylvania. To be eligible for remote consideration, candidates must live at least 50 miles outside of Erie, PA. Remote team members maintain the same high standards of performance and customer service while enjoying the flexibility of working from home.

Essential Qualifications

• High school diploma or GED required.


• Previous customer service experience is strongly preferred.


• Demonstrated ability to type a minimum of 28 words per minute is preferred.


• Proficiency with word processing and spreadsheet software is required.


• Completion or active pursuit of insurance education is preferred.


• Must be able to work a schedule commensurate with department hours, which includes 24/7/365 operations including holidays.

Preferred Education and Designations

While not required, the following courses or designations are highly valued and may enhance your candidacy:

• General Insurance courses (INS 21, 22, 23)


• AIS (Associate in Insurance Services)


• Other insurance industry certifications and designations

Required Skills and Competencies

To succeed in this role, you'll need to demonstrate the following core competencies:

• Customer Focus: A genuine passion for helping others and delivering exceptional service experiences.


• Active Listening: The ability to attentively listen, understand customer needs, and respond appropriately.


• Problem-Solving: Strong analytical skills to assess situations and develop effective solutions.


• Communication: Excellent verbal and written communication skills with the ability to explain complex information clearly.


• Detail Orientation: Meticulous attention to accuracy and precision in all work activities.


• Decision Quality: Sound judgment and the ability to make informed decisions within established guidelines.


• Adaptability: Flexibility to handle changing priorities and work effectively in a dynamic environment.


• Collaboration: Ability to work well with team members, departments, and external stakeholders.


• Nimble Learning: Quick learner who embraces new technologies, processes, and industry developments.


• Self-Development: Commitment to continuous improvement and personal growth.


• Values Diversity: Appreciation for and ability to work effectively with individuals from diverse backgrounds.


• Instills Trust: Demonstrates integrity, honesty, and reliability in all interactions.

Physical Requirements

This role involves the following physical demands:

• Lifting 0-20 lbs: Frequent (50-80%)


• Lifting 20-50 lbs: Occasional (20%)


• Lifting Over 50 lbs: Occasional (20%)


• Driving: Rarely


• Pushing/Pulling: Frequent (50-80%)


• Manual Keying/Data Entry: Frequent (50-80%)


• Climbing: Rarely

Compensation and Benefits: Investing in Your Well-Being

At arenaflex, we believe that great work deserves great rewards. We are committed to providing competitive compensation and a comprehensive benefits package that supports your health, your wealth, and your peace of mind.

Salary Information

The annual salary range for this position is $30,686.00 to $49,018.00. This range represents a national estimate, and the actual salary will depend on several factors including the scope and complexity of the role, the skills, education, training, credentials, location, and experience of the applicant, as well as the specific level of role for which the successful candidate is hired.

Health and Wellness Benefits

We strive to be "Above all in Service®" to our employees, which is why we offer an exceptional benefits package including:

• Premier Health Coverage: Comprehensive medical, prescription, dental, and vision benefits for you and your dependents. Coverage begins on your first day of work!


• Affordable Premiums: Low contributions to medical and prescription premiums. We currently pay up to 97% of employees' monthly premium costs—fewer than 15 Fortune 500 companies offer this level of commitment.


• Well-Being Programs: Access to resources and programs designed to support your physical, mental, and emotional well-being.

Financial Security

• Traditional Pension Plan: We are one of only 13 Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of service—providing guaranteed retirement income for life.


• 401(k) Retirement Plan: Enjoy a 401(k) with up to 4% company contribution match. This valuable benefit is offered in addition to the pension, giving you multiple paths to a secure retirement.


• Company-Paid Life Insurance: Basic life insurance coverage provided at no cost to you.


• Disability Insurance: Short-term and long-term disability insurance to protect your income.

Time Off and Work-Life Balance

• Paid Time Off: Generous paid vacation, personal days, sick days, bereavement days, and parental leave.


• Volunteer Time Off: Paid volunteer hours for service to your community.

Additional Perks

• Career Development: Comprehensive tuition reimbursement program for higher education and support for industry designations and certifications.


• Orthodontic Coverage: Coverage for both children and adults.


• Adoption Assistance: Financial support for families growing through adoption.


• Fertility Coverage: Comprehensive fertility and infertility coverage.


• Charitable Giving: Dollar-for-dollar matching of your charitable gifts each year.

Career Growth and Development Opportunities

At arenaflex, your career trajectory is limited only by your ambition. We are deeply invested in the growth and development of our employees, offering numerous pathways for advancement and skill development.

As an FNOL Representative, you'll gain invaluable experience in the insurance industry, developing expertise in claims handling, customer relations, and business operations. This role serves as an excellent foundation for future advancement within arenaflex, including opportunities in:

• Senior Claims Representative positions


• Team Lead and Supervisory roles


• Specialized claims areas (complex claims, subrogation, fraud investigation)


• Training and Quality Assurance positions


• Operations Management


• Various other departments across the organization

Our robust tuition reimbursement program supports your continued education, whether you're pursuing industry certifications, an associate's degree, bachelor's degree, or beyond. We also offer internal training programs, mentorship opportunities, and cross-functional exposure to help you build a comprehensive skill set and accelerate your career growth.

Why arenaflex? A Place Where You Can Thrive

When you join arenaflex, you become part of something bigger than yourself. You're joining a team of dedicated professionals who share a common purpose: protecting what matters most to our customers. Our inclusive culture celebrates diverse perspectives and fosters collaboration, creativity, and innovation.

We believe in recognizing and rewarding excellence. Our employees consistently report high levels of job satisfaction, and many build long, fulfilling careers with us. When you contribute your best to arenaflex, you're not just building a resume—you're building a legacy.

Our corporate headquarters in Erie, Pennsylvania, offers a welcoming community environment with access to excellent schools, affordable living, and beautiful natural surroundings. For those who prefer remote work, our robust technology infrastructure ensures you stay connected, engaged, and supported—no matter where you are.

Join Our Team Today

If you're ready to take the next step in your career, we encourage you to apply for this exciting opportunity. At arenaflex, you'll find more than a job—you'll find a community, a career, and a future filled with possibility.

We are actively seeking dedicated individuals who are passionate about customer service, committed to excellence, and eager to grow with a company that values its people. If this sounds like you, we invite you to apply and become part of the arenaflex family.

To be considered for this position, please submit your application online. We look forward to learning more about you and exploring how you can contribute to our continued success!

arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.