Sr Casualty Claims Intake Representative

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.

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 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…