JOB TITLE: Claims Analyst

REPORTS TO: Claim Investigation Manager

OVERVIEW OF ROLE: Ensure the customer is serviced first and receives the type of attention that will make them want to continue to do business with Ward while protecting Ward. Grow our business through customer retention while balancing costs by: 1) processing, investigating and resolving cargo loss and damage claims in an accurate and timely manner and 2) providing claim resolution support as assigned.

DUTIES AND RESPONSIBILITIES:

• Investigate and negotiate cargo loss and damage claims for final decision to pay or decline, contacting claimants for necessary amendments or adjustments and disposition for salvage.
• Compile documentation for all incoming claim requests (make notation in computer when claim was received & how much claim is for; bill of lading, delivery receipts, OS&D notations in computer; pro stamp; etc.) to prepare claim requests for rapid investigation, negotiation and resolution.
• Classify and code all claims (shortage or damage and commodity description).
• Enter all claims in computer within 24 hours of receipt and update accordingly – forward acknowledgement and status update letters to claimants.
• Pay and decline claims in computer and forward paid claims to Accounts Payable Department.
• Enter all check numbers in computer after claim payment has been issued and mail checks to claimant.
• Transmit loss and damage claims to connecting truck lines when they are liable for payment.
• Track inspection reports and forward invoices to Accounts Payable Department.
• Handle incoming and outgoing department mail.
• Make decision whether to inspect merchandise, authorize repairs, or waive inspection when customers call and report damage for pending cargo claims.
• Assist other department members with their daily duties when help is needed.
• Fully support all technologies and processes, introduced by Ward, that are intended to improve efficiencies and/or the customer experience. Support would include adherence to training programs, guidelines and processes associated with these systems.

• REQUIREMENTS:

• Must maintain a high degree of confidentiality.
• Must be customer focused with good people skills.
• Excel, Word and Windows experience along with basic familiarity with computers is necessary.
• Decision-making skills a must.

• While this is intended to be an accurate reflection of the job, management reserves the right to revise the job or to require that other or different tasks be performed.

• Must have excellent verbal and written communication skills and basic knowledge of telephone etiquette.
• Must be a self-starter and work with limited supervision.
• Must have excellent organizational skills.
• Several years experience and knowledge of operational OS&D procedures in trucking industry along with an understanding of information contained in the Freight Claim Rule Book published by “National Freight Claim and Security Council of ATA “ a plus.