Claims Specialist

Claims Investigation & Processing

• Manage an active caseload of approximately 4050 claims ensuring each is thoroughly documented investigated and processed in accordance with IEL claims procedures.

• Process cargo claims arising from carrier service issues including temperature abuse accidents cargo theft incorrect product delivery and damaged freight.

• File claims through carrier insurance and manage each claim through completion.

• Gather verify and maintain all required documentation from brokers carriers customers and insurance adjusters.

• Record claims upon initial notification in Freightclaims (IELs claims tracking software) and maintain accurate system updates.

• Conduct routine follow-ups with brokers carriers and insurance adjusters to ensure claims progress without delay.

• Ensure all claim documentation meets regulatory and internal compliance standards.

Customer Service & Communication

• Maintain professional timely communication with brokers carriers customers factoring companies and insurance adjusters.

• Serve as a primary point of contact for claim status updates documentation requests and claim inquiries.

• Communicate directly with customers to collect required documents and provide claim progress updates while delivering a high level of customer service.

• Support customer satisfaction and payment resolution throughout the claim lifecycle.

• Represent the IEL brand professionally in all written and verbal communications.

Claims Efficiency & Resolution

• Execute claims tasks with a focus on efficiency accuracy and timely closure.

• Perform exposure offset analysis and data gathering to mitigate company loss.

• Support departmental performance metrics including contributing to the weekly collection goal of $115000 and maintaining a claims-to-load ratio under 1%.

• Partner with Accounts Payable to process and collect claim payments.

• Ensure proactive issue resolution through quality documentation and follow-through

Team Collaboration & Operational Support

• Participate in shared departmental responsibilities including managing the claims inbox responding to factoring company and carrier communications and handling All Risk requests.

• Collaborate cross-functionally to ensure smooth handoffs and coordinated resolution of complex claims.

• Adhere to Claims Department principles and promote best practices across the organization.

• Handle additional duties and special projects as assigned.

Risk Management Training & Reporting

• Identify claim trends and operational risk areas to support loss prevention initiatives.

• Develop claims training materials and facilitate training sessions for sales and operations teams.

• Provide reporting and analytics to management as requested.

• Maintain accurate claim tracking and performance data.

• Continuously expand industry knowledge through training current events and case precedent.

Basic (Required)

• High school degree or GED

• Experience in transportation or logistics industry OR experience with processing claims

• Ability to work on multiple tasks in a time sensitive environment detailed oriented able to comply with company procedures and escalate issues as needed

• Investigative and analytical mindset

• Basic knowledge of Microsoft Office

• Negotiation skills

Preferred

• Bachelors Degree in Business Supply Chain or related field of study

• Familiarity with Carmack and commercial cargo insurance

• Working knowledge of transportation management software

• Ability to understand application of carrier and customer contracts

Physical Requirements

• Ability to sit or stand at a desk for prolonged periods of time.

• Ability to lift up to 15 lbs.