Claims Resolution Specialist

What does a Claims Resolution Specialist do?

A Claims Resolution Specialist investigates, negotiates, and resolves freight claims arising from shipment damage, loss, or service delays. They serve as the key liaison between clients, carriers, and insurance partners—ensuring that every case is handled with fairness, accuracy, and urgency. Beyond paperwork, this role demands empathy, analytical thinking, and strong negotiation skills. Claims Resolution Specialists protect client relationships and preserve operational integrity by ensuring issues are closed efficiently and outcomes are well-documented.

Tier 1

.

 1 to 2
years of
experience

Tier 2

.

 3 to 5
years of
experience

Tier 3

.

 > 5
years of
experience

ABOUT THE ROLE

Roles and Responsibilities

  • Receive, review, and process freight claims for lost, damaged, or delayed shipments.
  • Investigate claim details by coordinating with clients, carriers, and warehouse staff.
  • Analyze supporting documents such as PODs, photos, and invoices to verify liability.
  • Communicate findings and recommend resolutions to management or clients.
  • Negotiate claim settlements with carriers or third-party logistics partners.
  • Maintain detailed claim records to support audit and compliance requirements.

Day-to-Day Duties

  • Acknowledge new claim submissions and validate required documentation.
  • Request additional evidence (PODs, inspection reports, or photos) when necessary.
  • Evaluate claims based on carrier terms, tariffs, and insurance coverage.
  • Provide regular updates to clients and follow through until claim closure.
  • Coordinate reimbursement and settlement processes with accounting teams.
  • Track claim trends and prepare summary reports for quality improvement.

SKILLS AND TOOLS

Soft Skills

  • Strong communication and negotiation skills
  • Empathy and professionalism with clients and partners
  • Critical thinking and analytical reasoning
  • Attention to detail and accuracy under pressure
  • Conflict resolution and diplomacy
  • Accountability and transparency in documentation

Hard Skills

  • Knowledge of freight claims processes and documentation
  • Familiarity with carrier liability and freight insurance policies
  • Data verification and claim reconciliation
  • Proficiency in claim management and TMS platforms
  • Understanding of logistics billing and dispute procedures
  • Reporting and compliance documentation

Tools

McLeod Software or TMW Systems 80%
CargoWise or MyCarrierPackets 85%
Salesforce or HubSpot for Logistics 75%

Education

Common Educational Backgrounds and Careers for this Role:

  • Logistics and Supply Chain Management
  • Business Administration
  • Operations or Risk Management
  • Industrial Engineering
  • Legal Studies or Insurance Administration
  • Accounting or Finance
  • Associate’s Degree
  • Bachelor’s Degree

CANDIDATES TESTS

Tests & Evaluations for Candidates

Shipment Coordination & Scheduling

Assesses ability to interpret logistics data, optimize delivery schedules, and coordinate shipment timelines using analytics and forecasting tools.

8/10

Strong organizational and decision-making skills ensure candidates can manage multiple shipments, prioritize schedules, and maintain delivery precision under time constraints.

Communication & Problem-Solving Simulation

Evaluates communication clarity, analytical reasoning, and responsiveness when resolving shipment discrepancies, data gaps, or performance issues.

8/10

Effective communication and responsiveness demonstrate the candidate’s ability to collaborate across teams, resolve delivery issues, and keep stakeholders informed.

Documentation & Reporting Accuracy

Measures precision in maintaining clean datasets, generating dashboards, and creating analytical reports that support supply chain decision-making.

8/10

High attention to detail ensures candidates can maintain complete shipment records, track performance metrics, and support audit-ready documentation.