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 based on return authorizations and QC reports, and communicate with the logistics service provider (LSP) for timely and accurate resolutions. A key part of the role includes thoroughly reviewing claim declinations, communicating final resolutions to customers, and disputing invalid claim resolutions to overturn declinations and negotiate settlements. The operator will analyze data to determine claim validity, evaluate independent reports (including video, written incident reports, valuation estimates), and compile comprehensive claim analyses for monthly client reporting. This position requires working within company guidelines to analyze contractual agreements and assess physical damage and cargo claims findings. The operator will notify involved parties of claim filings or rejected claims, clearly communicate the best course of action to claimants to mitigate loss, and escalate high-value declinations with management. Ad-hoc reporting and investigations will also be part of the responsibilities.

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.