Casualty Claims Intake Representative I

J.B. Hunt Transport Services, Inc.; Lowell, Northern (AR, KY); Hybrid; USD 45,000 - 75,000; 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

Parental leave

6 paid holidays annually

Job summary

J.B. Hunt Transport Services, Inc. in Lowell, AR, is seeking a frontline claims professional responsible for casualty, workers' comp, and liability events, performing intake, early evaluation, and risk mitigation.

You will contact drivers and claimants, gather facts, assess exposure, coordinate with adjusters and medical teams, and strive for timely resolutions while maintaining regulatory compliance. This entry-level role emphasizes independent judgment, documentation, and collaboration across

Qualifications

• High School Diploma/GED with up to 1 year of relevant experience.
• Strong communication, empathy, and professional demeanor in customer interactions.
• Ability to maintain composure under pressure.
• Ability to adapt to dynamic work environment and shifting priorities.
• Ability to document information accurately and audibly with auditable records.
• Detail-oriented with high accuracy in information processing.

Responsibilities

• Serve as primary point of contact for drivers, claimants, and stakeholders, enabling timely reporting.
• Identify early resolution potential and limit escalation and attorney involvement.
• Stay current with industry changes, policy updates, regulations affecting claims.
• Document safety events and analyze impact on DOT ratings and costs.
• Provide investigative support with findings critical to resolution.
• Preserve evidence across sources including GPS data, video, and logs.
• Assess facts of loss and determine appropriate claim handling actions.
• Assign independent adjusters based on severity and exposure.
• Communicate with claimants and legal teams to facilitate timely resolutions.
• Offer process feedback to improve information capture.
• Coordinate drug/alcohol testing and medical treatment when needed.
• Support colleagues during and after initial event reporting.

Skills

Communication skills

Empathy

Attention to detail

Adaptability

Independent judgment

Time management

Professional demeanor

Education

GED/High School Diploma

Job description

Job Summary: Under general supervision, this position serves as the frontline claims professional for casualty, workers' compensation, and liability-related events. This role performs analytical intake and early-stage claim evaluation, requiring independent judgment to identify facts of loss, validate reported information, assess exposure, and initiate appropriate investigative, medical, regulatory, and resolution actions. The incumbent mitigates claim severity, litigation risk, and total cost of risk through early case handling and engagement with adverse parties.

Job Description:

Key Responsibilities:

• Serve as the primary point of contact on day one for drivers, claimants, adverse parties, law enforcement, witnesses, and internal stakeholders, facilitating timely event reporting, accurate information exchange, and appropriate response activities with strong communication skills, situational awareness, and sound judgment
• Utilize independent knowledge and experience to Identify and pursue cases with early resolution potential through engaging adverse parties appropriately to reduce escalation, attorney involvement, and overall claim exposure; efficiently elevate to senior team members for the extension of increased authority when cases exceed assigned financial authority levels
• Remain abreast of industry changes, company policy updates, evolving regulations, and adjustments to claims processing techniques to promote accurate application of requirements, informed decision-making, regulatory compliance, and effective claim management
• Ensure accurate, timely, and complete documentation of safety events with regard 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
• Actively provide continued investigative support to claims examiners with ongoing investigative findings and documentation that is critical to resolution and defense
• Locate, preserve, and secure litigation-sensitive evidence, including collision mitigation and GPS data, onboard video data, third-party surveillance, and other necessary documentation on all events. 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
• Perform analytical intake and early-stage claim assessment by obtaining facts of loss through investigative questioning, validating allegations, assessing credibility, resolving inconsistencies, and evaluating potential liability, exposure, and regulatory requirements to determine appropriate claim handling actions
• Determine the need for and assign independent field adjusters based on facts of loss, damage indicators, injury severity, and potential liability exposure
• Manage communication with claimants, adjusters, and legal teams to maintain transparency and advance timely resolutions for all involved parties during day one investigations; utilize strong interpersonal, professional, and empathetic skills to de-escalate emotional and sometimes complex situations
• 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
• Exercise independent judgment to determine appropriate next steps based on severity, exposure, and regulatory requirements, including drug/alcohol testing coordination, medical treatment initiation, agency reporting, and escalation protocols
• Provide holistic guidance and support to J.B. Hunt employees during and following the initial event reporting; create a considerate environment with strong emotional intelligence while assessing the need for and arranging internal/external resources, such as medical treatment, mental health services, equipment recovery, etc.

Qualifications:

Minimum Qualifications:

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

AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences

• Ability to uphold a professional demeanor in all customer interactions, demonstrating empathy and patience in the face of challenging situations
• 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 capture and document relevant business information in an auditable, organized, and easily retrievable manner
• Ability to type at an acceptable speed while talking on the phone to maintain accurate records in a fast-paced environment (typically at least 40 words-per-minute)
• Ability to work with minimal direction
• Ability to accurately analyze situations and reach productive decisions based on informed judgment
• Ability to work with a variety of individuals and groups in a constructive and collaborative manner
• Ability to process information with high levels of accuracy with attention to detail

Preferred Qualifications:

• Experience in a call center, particularly within the Insurance industry
• Knowledge of problem reporting and escalation practices

Shift:

Monday-Friday: 1600-2400

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 beeligible forannual bonus and incentives based on profitability or volumes in accordance with the terms of theCompany’s bonusand incentive plans, as applicable and in effect from time to time.

• medical benefit
• dental benefit
• visionbenefit
• 401(k) retirement plan
• life insurance
• short-term and long-term disability coverage
• paid time offcommensuratewith tenure (includes vacation and sick time)
• two weeks of paid parental leave
• and six paid holidaysannually

Education:

GED (Required), High School (Required)

Work Experience:

Human Resources, Customer Service/Account Manager

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. 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 equalemployment opportunity without regard to race, color, religion, sex, sexual orientation, genderidentity, national origin, age, persons with disabilities, protected veterans or other bases byapplicable law.

About Us

Better benefits, clear career paths and a people-first culture, because we are Driven for You.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics,offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt istheplace to jumpstart your career.

Better benefits, clear career paths and a people-first culture, because we are Driven for You.

Headquartered in Northwest Arkansas, J.B. Hunt is a dominant force in transportation and logistics,offering exciting career opportunities both at corporate and at field locations across the country. There are a variety of job types that support our business, so no matter your passion, J.B. Hunt istheplace to jumpstart your career.

Why J.B. Hunt?

J.B. Hunt is a leading transportation and logistics company for one simple reason – our people. Thecareer possibilities and benefits of working at J.B. Hunt are endless. From competitive salary andbenefits packages, to defined career paths and growth opportunities, we take care of our people andtakegreat pride in our efforts to build and sustain an inclusive workplace for all employees.

What are we looking for?

J.B. Hunt welcomes high-energy, forward-thinking people of all backgrounds and experience levels tojoinour team. We offer full-time, entry level, professional and management opportunities across alldepartments. Whether you are fresh out of school or bring years of industry experience, a role atJ.B.Hunt could take your career to the next level.

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