Casualty Claims Intake Representative I

J.B. Hunt Transport Services, Inc.; Lowell (MA); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical benefit

Dental benefit

Vision benefit

401(k) retirement plan

Life insurance

Short-term and long-term disability

Paid time off

Job summary

J.B. Hunt Transport, Inc. is seeking a Casualty Claims Intake Representative I in Lowell, MA. You will be the first point of contact for safety events, gather claim details, and initiate actions to document and triage claims in accordance with company policies.

Responsibilities include fielding calls, coordinating claim assessments, and supporting timely claim resolution while collaborating with internal and external stakeholders. This is a full-time on-site role within the Insurance department.

Qualifications

• Minimum qualifications: High School Diploma/GED with up to 1 year of experience in Human Resources, Claims, Insurance, Customer Service, or related field.
• Preferred: Experience in a call center within the Insurance industry.
• Ability to maintain composure under pressure and provide professional customer interactions.

Responsibilities

• Field and process all incoming calls, email, and notifications to create an accurate event record and assess initial financial exposure.
• Assess information, identify missing or updated data, determine course of action, and escalate as needed.
• Ensure timely documentation of safety events and support claims resolution, risk mitigation, and regulatory compliance.
• Identify events with potential exposure and pursue early resolution within authority levels or escalate to senior team members.

Skills

Call center experience

Insurance industry knowledge

Empathy

Communication skills

Education

GED (Required)

High School (Required)

Job description

Job Title:

Casualty Claims Intake Representative I

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 the recording and triage process of all safety-related events pertaining to Casualty, Workers' Compensation, and Final Mile. The role serves as the initial point of contact for all parties involved in an event, gathering and verifying claim details, initiating appropriate actions, and ensuring accurate documentation in alignment with company policies and regulatory requirements. The incumbent supports timely claim resolution, collaborates with internal and external stakeholders, and contributes to risk mitigation efforts through early identification of claims potential exposure.

Job Description:

Key Responsibilities:

• Utilize experience and established procedure to field and process all incoming calls, email, and other various notification methods related to safety events to create an accurate record of the event and assess initial financial exposure to the company; maintain an organized workflow, coordinate initial claim assessments, and prioritize cases based on urgency and severity
• Utilize independent knowledge to assess all collected information, as well as identify missing, incorrect, or updated claim information, to determine appropriate course of action, support timely mitigation of financial exposure, and ensure compliance with company policy and local/state/federal laws; actions include, but are not limited to, providing information to the claimant, retaining independent field adjusters, determining the need for and coordinating drug test, and escalating complex issues to the appropriate internal parties
• Ensure accurate, timely, and complete documentation of safety events with attention to the direct effects on business units’ financial performance, the company’s overall DOT safety rating, driver coaching, establishment of training programs, analysis of trends, and resolution or defense of litigated matters Leverage strong verbal and written communication skills to coordinate effectively with claimants, internal and external stakeholders, law enforcement and legal representatives. Facilitate the verification of claims by ensuring timely and accurate information exchange, resolving discrepancies, and advancing incident resolution
• Utilize independent knowledge and experience to identify events with potential exposure after a short investigative period and pursue early resolution of claims through established financial authority levels or escalation to senior team members for the extension of increased authority with the goal of avoiding or reducing financial exposure from protracted claims and litigation.
• Actively provide continued investigative support to claims examiners
• At the direction of counsel, actively begin the litigation preservation process through the location, assessment and storage of collision mitigation and GPS data, onboard video data, and other documentation on all events which meet pre-defined criteria. This will often include detailed searches of media and social media reports, law enforcement websites, and other public databases, as well as reviewing additional videos to confirm involvement in alleged events Participate in training and development to stay updated on industry changes, company policy updates, and improvement of processing techniques
• Serve as a liaison between claimants, adjusters, and legal teams to support collaborative decision-making and maintain transparency throughout the claims process; utilize strong interpersonal, professional, and empathetic skills to de-escalate emotional and sometimes complex situations and provide timely solutions and resolutions for involved parties
• Provide process or system feedback to assist with improvement of information capture, ensuring program issues are addressed in a timely manner, and assist others with workarounds and alternative solutions

Qualifications:

Minimum Qualifications:

• High School Diploma/GED with up to 1 year of experience in Human Resources, Claims, Insurance, Customer Service, or related field

Preferred Qualifications:

• Experience in a call center, particularly within the Insurance industry
• 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 to capture and document relevant business information in an auditable, organized, and easily retrievable manner
• Ability to process information with high levels of accuracy with attention to detail.
• Ability to type at least 40 words-per-minute

Shift:

• Sat-Sun: 0600-1800
• Mon-Tues: 0900-1800

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the company's bonus and incentive plans, as applicable and in effect from time to time.

Benefits:

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time:

• medical benefit
• dental benefit
• vision benefit
• 401(k) retirement plan
• life insurance
• short-term and long-term disability coverage
• paid time off commensurate with tenure (includes vacation and sick time)
• six weeks of paid maternity leave along with two weeks of paid parental leave
• six paid holidays annually

Education:

GED (Required), High School (Required)

Work Experience:

Customer Service/Account Manager, Human Resources

Job Opening ID:

00625493 Casualty Claims Intake Representative I (Open)

General Job Description Disclaimer:

This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Legal Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.