Job Title:

OSD/Cargo Claims Intake Representative II

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 managing all incidents related to cargo overages, shortages, and damages. This customer facing role will serve as the primary contact for all internal and external stakeholders. The incumbent will ensure timely action plans to mitigate loss and ensure accurate documentation of all details surrounding each incident. The incumbent will manage the process of sourcing, vetting, and hiring of external adjusters, wreckers, and rework vendors to reduce financial exposure related to cargo claims.

Job Description:

Key Responsibilities:

• Efficiently manage an elevated amount of inbound and outbound communication through calls, emails, notifications, and customer portal interactions regarding cargo related incidents with the potential of financial exposure, while independently resolving a list of open incidents; apply independent discretionary judgment, detailed claims analysis, and procedural guidelines to ensure accurate and optimal mitigation of exposures related to cargo claims
• Leverage independent knowledge and experience to mitigate exposure by upholding company guidelines, local, state, and federal laws, as well as customer standard operating procedures; assess collected information, as well as identify missing, incorrect, or updated claim information, to determine appropriate course of action and establish timely action plans
• Ensure timely and accurate data entry across internal and customer systems by streamlining workflows, effectively prioritizing tasks, maintaining clear communication, and consistently updating both internal teams and customers; monitor timelines and ensure timely follow-up on outstanding items
• Leverage extensive verbal and written communication skills to cultivate strong relationships with internal and external customers to mitigate exposure; facilitate clear and consistent information sharing, resolve discrepancies collaboratively, and promote alignment in order to move claims forward
• Coordinate and assist in remediation efforts with internal and external stakeholders, particularly in cases involving Federal Hazmat regulations, Federal and State food safety laws, and DOT regulations; identify regulatory implications of cargo incidents and ensuring that all remediation actions are documented and compliant with applicable standards
• Actively contribute to the development and refinement of incident reporting procedures; provide feedback on process improvements and remain adaptable to evolving departmental needs to enhance efficiency and accuracy
• Request and document all contractual, financial, and DOT-related claim documents to support further investigations, ensure defensibility, and facilitate future reference or audits, including DOT and food safety compliance records, as well as Safety Data Sheet (SDS) required for hazardous material incidents. This often includes searching various internal databases for uploaded documentation (bill of lading, customer agreements, etc.), obtaining inspection reports from external sources, and compiling necessary correspondence between internal and/or external participants (e.g. carrier correspondence)
• Participate in training and development to stay updated on industry changes, company policy updates, and improvement of processing techniques, while also providing training and basic support to junior team members as needed
• Coordinate and collaborate with external partners such as towing services, insurance adjusters, law enforcement, and relevant state or local regulatory agencies for the resolution of cargo-related incidents
• Manage the coordination of affected freight, establishing eligibility for the freight to be reworked, transloaded, salvaged, or disposed of and negotiating rework costs with vendors to assist in cargo claim mitigation; secure and record authorization for the action plan and related costs from designated stakeholders

Qualifications:

Minimum Qualifications:

• High School Diploma/GED with 1-2 years of experience in Transportation/Logistics, Claims, Insurance, Customer Service, or related field

Preferred Qualifications:

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

This position is not eligible for employment-based sponsorship.

Compensation:

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.

Benefits:

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.

Education:

GED (Required), High School (Required)

Work Experience:

Loss Prevention/Claims Management

Job Opening ID:

00617197 OSD/Cargo Claims Intake Representative II (Open)

“This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.”

J.B. Hunt Transport, Inc. is committed to basing employment decisions on the principles of equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, persons with disabilities, protected veterans or other bases by applicable law.