Sr Casualty Claims Intake Representative

Sr Casualty Claims Intake Representative

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.

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 alternative solutions
• Manage claims involving single vehicle events through established claims practices 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
• 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

Minimum Qualifications:

• High School Diploma/GED with 2-3 years of experience in Human Resources, Claims, Insurance, Customer Service, or related field OR an Associate's degree

Preferred Qualifications:

• 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.
• Ability to type at least 40 words-per-minute

This position is not eligible for employment-based sponsorship.

Factors which may affect starting pay within this range may include skills, education, experience, geography, and other qualifications of the successful candidate. This position may be eligible for annual bonus and incentives based on profitability or volumes in accordance with the terms of the Company's bonus and incentive plans, as applicable and in effect from time to time.

The Company offers the following benefits for full-time positions, subject to applicable eligibility requirements, as may be in effect from time to time: medical benefit, dental benefit, vision benefit, 401(k) retirement plan, life insurance, short-term and long-term disability coverage, paid time off commensurate with tenure (includes vacation and sick time), six weeks of paid maternity leave along with two weeks of paid parental leave, and six paid holidays annually.