FNOL Accident Operations Lead

TrxNow; Okolona (TN); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Health benefits: dental, vision

Paid time off

Bonus structure

Life & AD&D and LT Disability

Job summary

TrxNow seeks an Accident Process Manager to lead the FNOL workflow for automotive accidents within our roadside assistance call center. You will supervise teams, design intake processes, and ensure rapid, accurate data collection and empathetic customer service during high-stress incidents.

The role requires 4+ years in high-volume call center operations, strong logistics know-how, and the ability to maintain poise under pressure.

Qualifications

• Deep knowledge of FNOL processes, auto insurance claims, and logistics dispatching.
• Executive level proficiency with CRM and real-time tracking platforms.
• Strong verbal and written communication to lead field/internal teams and report to leadership.
• Ability to manage multiple moving parts simultaneously in high-pressure situations.
• Proven experience improving call center metrics through efficient workflows.

Responsibilities

• Own end-to-end FNOL workflow from intake to resolution.
• Lead and coach dedicated teams servicing roadside assistance programs.
• Design and optimize intake processes for accurate data collection and rapid dispatching.
• Monitor dashboards and KPIs to drive production efficiency and CSAT.
• Ensure compliance, safety, and customer empathy in all interactions.

Skills

FNOL expertise

Crisis management

Communication

Data analysis

Logistics dispatching

Leadership

Adaptability

Education

Bachelor's degree

Master's degree

Tools

CRM tools

Real-time tracking software

Multi-monitor setups

Multi-channel dispatch systems

Data dashboards

Job description

TrxNow seeks an Accident Process Manager to lead the FNOL workflow for automotive accidents within our roadside assistance call center. You will supervise teams, design intake processes, and ensure rapid, accurate data collection and empathetic customer service during high-stress incidents.

The role requires 4+ years in high-volume call center operations, strong logistics know-how, and the ability to maintain poise under pressure.