Cargo Claims Intake Representative II

jbhunt; Lowell (MA); Sur place; USD 45 000 - 65 000; Plein temps

Résumé du poste

jbhunt is seeking a Cargo Claims Intake Representative II in the Insurance department to manage cargo incidents, communicate with internal and external stakeholders, and document action plans to mitigate loss. The role requires coordinating with external adjusters, wreckers, and rework vendors to minimize financial exposure and ensure compliant remediation.

Shift is Monday to Friday, 8:00AM - 5:00PM (may be adjusted).

Qualifications

• High School Diploma/GED with 1-2 years of experience in Transportation/Logistics, Claims, Insurance, Customer Service, or related field.

Responsabilités

• Efficiently manage an elevated amount of inbound and outbound communication regarding cargo related incidents with potential financial exposure, resolving a list of open incidents.
• Uphold company guidelines and applicable laws to assess information and determine appropriate action for timely mitigation.
• Ensure data entry across systems is accurate and timely, monitor timelines, and follow up on outstanding items.
• Maintain strong relationships with internal and external customers through clear, proactive communication to move claims forward.
• Coordinate remediation efforts with towing services, insurance adjusters, regulators, and other stakeholders while documenting actions and costs.

Connaissances

Customer service

Communication

Problem solving

Adaptability

Formation

High School Diploma/GED

Description du poste

Job Title: Cargo Claims Intake Representative II

Department: Insurance

Country: United States of America

State/Province: Arkansas

City: Lowell

Full/Part Time: Full time

Job Summary

Under general supervision, this position is responsible for managing all incidents related to cargo overages, shortages, and damages. This customer facing role will serve as the primary contact for all internal and external stakeholders. The incumbent will ensure timely action plans to mitigate loss and ensure accurate documentation of all details surrounding each incident. The incumbent will manage the process of sourcing, vetting, and hiring of external adjusters, wreckers, and rework vendors to reduce financial exposure related to cargo claims.

Job Description

Shift: Monday - Friday, 8:00AM - 5:00PM (may be adjusted)

Key Responsibilities

• Efficiently manage an elevated amount of inbound and outbound communication through calls, emails, notifications, and customer portal interactions regarding cargo related incidents with the potential of financial exposure, while independently resolving a list of open incidents; apply independent discretionary judgment, detailed claims analysis, and procedural guidelines to ensure accurate and optimal mitigation of exposures related to cargo claims
• Leverage independent knowledge and experience to mitigate exposure by upholding company guidelines, local, state, and federal laws, as well as customer standard operating procedures; assess collected information, as well as identify missing, incorrect, or updated claim information, to determine appropriate course of action and establish timely action plans
• Ensure timely and accurate data entry across internal and customer systems by streamlining workflows, effectively prioritizing tasks, maintaining clear communication, and consistently updating both internal teams and customers; monitor timelines and ensure timely follow-up on outstanding items
• Leverage extensive verbal and written communication skills to cultivate strong relationships with internal and external customers to mitigate exposure; facilitate clear and consistent information sharing, resolve discrepancies collaboratively, and promote alignment in order to move claims forward
• Coordinate and assist in remediation efforts with internal and external stakeholders, particularly in cases involving Federal Hazmat regulations, Federal and State food safety laws, and DOT regulations; identify regulatory implications of cargo incidents and ensuring that all remediation actions are documented and compliant with applicable standards
• Actively contribute to the development and refinement of incident reporting procedures; provide feedback on process improvements and remain adaptable to evolving departmental needs to enhance efficiency and accuracy
• Request and document all contractual, financial, and DOT-related claim documents to support further investigations, ensure defensibility, and facilitate future reference or audits, including DOT and food safety compliance records, as well as Safety Data Sheet (SDS) required for hazardous material incidents. This often includes searching various internal databases for uploaded documentation (bill of lading, customer agreements, etc.), obtaining inspection reports from external sources, and compiling necessary correspondence between internal and/or external participants (e.g. carrier correspondence)
• Participate in training and development to stay updated on industry changes, company policy updates, and improvement of processing techniques, while also providing training and basic support to junior team members as needed
• Coordinate and collaborate with external partners such as towing services, insurance adjusters, law enforcement, and relevant state or local regulatory agencies for the resolution of cargo-related incidents
• Manage the coordination of affected freight, establishing eligibility for the freight to be reworked, transloaded, salvaged, or disposed of and negotiating rework costs with vendors to assist in cargo claim mitigation; secure and record authorization for the action plan and related costs from designated stakeholders

Qualifications

Minimum Qualifications

• High School Diploma/GED with 1-2 years of experience in Transportation/Logistics, Claims, Insurance, Customer Service, or related field

Preferred Qualifications

• Ability to uphold a professional demeanor in all customer interactions, demonstrating empathy and patience in the face of challenging situations
• Knowledge of problem reporting and escalation practices
• Ability to accurately analyze situations and reach productive decisions based on informed judgment
• Ability to maintain composure under pressure
• Ability to adapt to a dynamic work environment and shifting priorities and directives
• Ability to effectively transmit, receive, and accurately interpret ideas through various mediums
• Ability to work with a variety of individuals and groups in a constructive and collaborative manner
• Ability