Claims Specialist

As a Claims Specialist in the IEL Claims Department, you will be responsible for processing and managing customer and carrier cargo claims from initial notification through final resolution. This role coordinates the full claims lifecycle for IEL brokers, customers, carriers, and insurance partners. Critical functions include document collection, claim investigation, claim presentation, and collaboration with insurance adjusters.
This position plays a vital role in IEL’s risk management and loss prevention strategy by ensuring claims are handled efficiently, accurately, and in alignment with company procedures. The Claims Specialist reports to the Claims Specialist Supervisor.
** Position Description (Essential

Duties & Responsibilities ):
**** 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 Freight claims (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.
** Knowledge/Skills/

Experience:

**** 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…