Weekend Claims Intake Representative I(Nights)

J.B. Hunt Transport Services, Inc.•Greendale, WI

27d

About The Position

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.

Requirements

High School Diploma/GED
up to 1 year of experience in Human Resources, Claims, Insurance, Customer Service, or related field
Ability to type at least 40 words-per-minute

Nice To Haves

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.

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