Casualty Claims Specialist I

J.B. Hunt Transport Services, Inc.•Lowell, AR

2d•Onsite

About The Position

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.

Requirements

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
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

Nice To Haves

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

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 escalate 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.