Claims Specialist

Claims Investigation & Processing

• Manage an active caseload of approximately 40–50 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 (IEL’s 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 $115,000 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

• Bachelor’s 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.