Cargo Claims Administrator

Claims Administrator

The Claims Administrator is responsible for managing all aspects of international cargo claims, including intake, documentation, communication, and resolution. Acting as a subject matter expert, the role ensures claims are handled in accordance with industry standards while actively engaging with carriers, insurers, and internal stakeholders to achieve timely and favorable outcomes. The position emphasizes education, transparency, and proactive communication to support both internal teams and clients throughout the claims lifecycle.

Additionally, the Claims Administrator supports client retention and risk mitigation by ensuring cargo loss and damage claims are handled professionally, efficiently, and with a strong customer focus. Through effective communication, negotiation, and process management, this position helps transform potentially negative client experiences into positive outcomes, even when financial recovery is not achieved.

Duties and responsibilities include serving as a primary point of contact for claims-related inquiries from clients and internal teams, guiding clients through the claims process, setting expectations and providing education on outcomes, delivering a high level of service to maintain trust and strengthen client relationships, particularly during challenging situations, receiving, logging, and managing all cargo claims in the claims tracking system, assembling and maintaining complete claims files, including all supporting documentation, ensuring timely notification to carriers and liable parties within required deadlines, tracking claim progress and managing follow-ups to drive timely resolution, investigating claims to determine liability, root causes, and appropriate resolution paths, negotiating with carriers, insurers, and third parties to secure favorable settlements, analyzing claim denials and communicating findings clearly, including preventative recommendations, coordinating with branch offices, clients, carriers, and insurance providers to gather information, educating internal teams on claims processes and best practices, maintaining clear, professional, and timely communication with all stakeholders throughout the claims lifecycle, ensuring accuracy and completeness of claim submissions and documentation, processing settlements, including securing client releases and submitting payment requests, maintaining accurate and up-to-date claims logs and reporting, supporting financial recovery efforts while minimizing risk exposure, and performing other duties as assigned.

Benchmarks for measuring success include maintaining clear and effective communication with clients, branches, and third parties, responding to third party inquiries within 48 hours, keeping claims log accurate and current, completing follow-ups on all claims within 30 days, processing settlement documentation and payments within 48 hours, supporting timely claim resolution and improved recovery outcomes.

Skills and qualifications include proficiency in Microsoft Office Suite (Word, Excel, Outlook), experience with transportation management systems (e.g., Cargo Wise, Global Link), ability to manage claims tracking systems and data logs, strong understanding of cargo claims processes and insurance requirements, knowledge of filing deadlines, liability rules, and recovery procedures, strong communication and negotiation skills, ability to analyze claims data and manage documentation workflows, acts as a subject matter expert and resource across all branch offices, provides guidance and informal training on claims processes, demonstrates strong individual accountability and ownership, 5+ years of administrative or operational experience in cargo claims, transportation, or insurance, experience handling ocean, air, or inland cargo claims, strong knowledge of cargo insurance policies, claims filing deadlines/procedures and third-party recovery, ability to negotiate settlements and manage loss recovery activities, proficiency in Microsoft Office and transportation management systems, strong data analysis skills, bachelor's degree in a relevant field, professional certification (e.g., Lloyd's Claims Administrator or similar).

This position operates in a professional office environment (and/or remotely from a home office) with a quiet to moderate noise level and routinely requires the use of standard office equipment such computers, photocopying machines and storage/filing cabinets. This is a largely sedentary role, however, lifting items under 25 pounds as well as the ability to bend, stand and walk short distances may be required.

Travel requirement is less than 5%. Mohawk Global is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Equal Employment Opportunity is The Law. Employee Rights Under the FMLA. Employee…