Sr Casualty Claims Specialist

Job description

Under general supervision, this position serves as the frontline claims professional for casualty, workers' compensation, and liability-related events, performing analytical intake and early-stage claim evaluation that requires 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, engagement with adverse parties while determining initial reserves and managing single-vehicle claims from initial report through final resolution.

This position acts as a team lead by mentoring junior team members, serving as a resource for escalated issues, and providing additional support to management to improve department performance Key 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; handle financial aspects within assigned authority levels, such as 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
• Act as a team lead by advising junior team members on industry changes, company policy updates, evolving regulations, and adjustments to claims processing techniques, 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
• 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, 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
• 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. 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 Manage claims involving single vehicle events, 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

Qualifications

Minimum Qualifications

• High School Diploma/GED with 2-3 years of experience in Claims, Insurance, Emergency Dispatch, or related field, and/or military equivalent OR an Associate's degree AND Demonstration of the following skills and abilities through education, certifications, military, or other experiences
• 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 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 Preferred Qualifications: Experience in a call center, particularly within the Insurance industry
• Knowledge of problem reporting and escalation practices This position is not eligible for employment-based sponsorship.

Associates

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