Claim Operator

BTI Solutions•Plano, TX

About The Position

The Claim Operator will be responsible for reviewing new submissions to ensure all required documentation and claim details are included. This role involves filing and managing shortage claims based on investigation reports, theft notifications, and/or warehouse incident reports. The operator will also investigate and process damage claim submissions, communicate with the logistics service provider for timely resolutions, and review claim declinations to communicate final resolutions to customers. Additionally, the role requires disputing invalid claim resolutions, analyzing data to determine claim validity, compiling claim analyses for monthly reporting, and analyzing contractual agreements to assess physical damage reports and cargo claims findings. The operator will notify involved parties of claim filings and/or rejected claims, escalate high-value declinations, and perform other ad-hoc reporting and investigations.

Requirements

Required proficiency in Microsoft Excel, including but not limited to, basic reporting functions and formatting, VLOOKUP, and pivot tables.
Excellent verbal and written communication skills.
Strong critical thinking and creative problem solving skills.
Flexibility to work in a fast-paced, team-oriented environment.
Superior attention to detail, organization, cross-group collaboration, and project management skills.

Nice To Haves

1+ years of freight claims processing experience preferred.

Responsibilities

Review new submissions to ensure all required documentation and claim details are included.
File and manage shortage claims based on shortage investigation report, theft notification, and/or warehouse incident report.
Investigate and process damage claim submissions based on return authorizations and QC reports.
Communicate with the logistics service provider (LSP) to ensure a timely and accurate resolution.
Thoroughly review all claim declinations and communicate the final resolution to customers, if valid.
Dispute invalid claim resolutions to overturn declination and negotiate claim settlements.
Analyze data to determine claim validity; evaluate independent reports, including video, written incident reports, valuation estimates, etc.
Compile comprehensive claim analyses for monthly reporting to clients.
Work within company guidelines to analyze contractual agreements of the customer, shipper, consignee or carrier and then assess the physical damage reports and the cargo claims findings.
Notify involved parties of claim filings and/or rejected claims and clearly communicate with the claimant the best course of action to mitigate loss.
Escalate high-value declinations with management to discuss possible recourse.
Other ad-hoc reporting/investigation.