Sr Casualty Claims Intake Representative

Job title: Sr Casualty Claims Intake Representative

About the Role This role manages recording and triage of safety events pertaining to Casualty, Workers' Compensation, and Final Mile. It 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 through early identification of claims 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 mentors others while providing support to management.

What You'll Do

• 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, 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 investigation

What We're Looking For

• Experience in casualty claims intake and triage (Casualty, Workers' Compensation, Final Mile) and ability to address single-vehicle events from initial report through resolution
• Strong verbal and written communication skills, with the ability to coordinate with claimants, law enforcement, legal representatives, and internal/external stakeholders
• Ability to mentor junior team members and act as a team lead, providing escalation support and guidance to management
• Capable of determining initial reserves and preventability, using independent judgment and ensuring compliance with policy and regulatory requirements
• Experience coordinating drug tests and retaining field adjusters as part of incident response
• Detail-oriented with strong documentation, trend analysis, risk identification, and performance improvement mindset