Sr Casualty Claims Intake Representative

jbhunt; Lowell (MA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefit

Dental benefit

Vision benefit

401(k) retirement plan

Life insurance

Disability coverage

Paid time off

Job summary

J.B. Hunt Transport, Inc. in Lowell, MA is seeking a Sr Casualty Claims Intake Representative. Under general supervision, you will record and triage safety-related events, gather claim details, and initiate actions to support timely claim resolution.

You will mentor junior team members, determine initial reserves and preventability, collaborate with claimants, adjusters, and legal teams, and help improve department performance through training and process feedback.

Qualifications

• High School Diploma/GED with 2-3 years of experience in Human Resources, Claims, Insurance, Customer Service, or related field OR an associate's degree.
• Experience in a call center within the Insurance industry is preferred.
• Ability to communicate professionally and empathetically with claimants and internal teams.

Responsibilities

• Field and process incoming calls, emails, and notifications to create accurate event records and assess initial financial exposure.
• Identify missing or updated claim information and determine the appropriate course of action to mitigate financial exposure.
• Document safety events timely and accurately, supporting DOT ratings, training, and trend analysis.
• Prepare initial financial reserves and assign files to Claims Examiners, mentoring junior staff as needed.
• Liaise with claimants, adjusters, and legal teams to ensure transparent, timely resolutions.
• Assist with litigation preservation and data retrieval as required.

Skills

Call center experience

Strong communication

Empathy in customer interactions

Attention to detail

Education

Associates: Business Administration/Management

Associates: Human Resources Management

Associates: Law

GED (Required)

High School (Required)

Job description

Job Title:

Sr Casualty Claims Intake Representative

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. The incumbent will address claims involving single vehicle events from the initial report through final claim resolution. This role also determines initial reserves and preventability, acts as a team lead to junior team members, and improves department performance by mentoring junior team members, serving as a resource for escalated issues, and providing additional support to management.

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 serving as an initial escalation point to junior team members before incorporating 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 claim exposure after a short investigative period, initiating early resolution efforts within established financial authority levels. This includes setting up and assigning claim files to the appropriate Claims Examiner, establishing initial financial reserves based on early findings, and delegating additional authority to junior team members within designated limits with the goal of avoiding or reducing financial exposure from prolonged claims and litigation, while ensuring adherence to company policies, procedures, and guidelines.


• 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


• Act as a team lead by actively participating in ongoing training to stay current on industry standards and company policies, while also mentoring, coaching, and onboarding junior team members; improve department performance through coordinating tasks and training, auditing team reports for accuracy, and monitoring phone cover activity for proper coverage


• Serve as a liaison between claimants, adjusters, and legal teams to support collaborative decision-making and maintain transparency throughout the claims process, while also being available to take escalated calls as needed; model strong interpersonal, professional, and empathetic skills, as well as provide guidance to team members, when de-escalating emotional and sometimes complex situations while providing timely 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


• Manage claims involving single vehicle events through established claims practices including review of reports from third-party independent adjusters, appraisers, and body shops to process and resolve these claims through associated expense payments within designated authority


• Utilize independent knowledge to assess the preliminary event grading process including the assignment of preventability based on all known facts and documentation in compliance with ATA guidelines.; explain and support grading and reserving decisions to both internal and external parties in layman's terms

Minimum Qualifications:

• High School Diploma/GED with 2-3 years of experience in Human Resources, Claims, Insurance, Customer Service, or related field OR an associate's degree

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

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:

• 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:

Associates: Business Administration/Management, Associates: Human Resources Management, Associates: Law, GED (Required), High School (Required)

Work Experience:

Customer Service/Account Manager, Human Resources

Job Opening ID:

00629619 Sr Casualty Claims Intake Representative (Open)

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.”

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.