Casualty Claims Intake Representative

Overview

Job Title: Casualty Claims Intake Representative I

Department: Insurance

Country: United States of America

State/Province: Arkansas

City: Lowell

Full/Part Time: Full time

• Utilize experience and established procedure to field and process all incoming calls, email, and other 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, identify missing/incorrect/updated claim information, determine appropriate course of action, support timely mitigation of financial exposure, and ensure compliance with policy and laws; actions include, but are not limited to, providing information to the claimant, retaining independent field adjusters, determining the need for and coordinating drug tests, and escalating complex issues to the appropriate internal parties.
• Ensure accurate, timely, and complete documentation of safety events with attention to effects on business units’ financial performance, company DOT safety rating, driver coaching, training programs, trend analysis, and resolution or defense of litigated matters. Coordinate with claimants, internal and external stakeholders, law enforcement and legal representatives; verify claims by ensuring timely information exchange, resolve discrepancies, and advance incident resolution.
• 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 increased authority to avoid or reduce financial exposure from protracted claims and litigation.
• Provide ongoing investigative support to claims examiners.
• At the direction of counsel, begin the litigation preservation process through location, assessment and storage of collision mitigation and GPS data, onboard video data, and other documentation on events meeting criteria. This includes searches of media/public sources and reviewing additional videos to confirm involvement in alleged events. Participate in training to stay updated on industry changes and policy updates.
• Serve as a liaison between claimants, adjusters, and legal teams to support collaborative decision-making and maintain transparency; de-escalate emotional situations and provide timely solutions and resolutions.
• Provide process or system feedback to improve information capture and assist others with workarounds and alternative solutions.

Schedule:

• Sunday – Wednesday – 10am – 7pm;
  Wednesday – Saturday – 10am – 7pm

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

• Experience in a call center, particularly within the Insurance industry
• Professional demeanor in all customer interactions, empathy and patience in challenging situations
• Knowledge of problem reporting and escalation practices
• Ability to analyze situations and reach productive decisions based on informed judgment
• Ability to maintain composure under pressure
• Adaptability to a dynamic work environment and shifting priorities
• Effective communication across mediums
• Ability to work collaboratively with a variety of individuals and groups
• Ability to capture and document relevant business information in an auditable, organized, and retrievable manner
• High accuracy and attention to detail
• Typing speed of at least 40 words per minute

This position is not eligible for employment-based sponsorship.

Compensation:

Factors which may…