Claims & Liability Analyst

Claims & Liability Analyst

Role Overview

The Claims & Liability Analyst is responsible for investigating parcel-related claims across Dragonfly's B2C and B2B delivery network.

This role focuses on conducting detailed, evidence-based investigations to determine whether claims are valid and where financial liability resides. Using delivery photos, GPS data, Proof of Delivery records, scan history, route information, driver activity, and operational data, the analyst establishes the facts behind each claim and makes evidence-based decisions regarding claim validity.

The role operates with a challenge-first mindset: claims are reviewed critically and only accepted when sufficient evidence supports the case. By preventing unjustified payouts and ensuring consistent liability decisions, the Claims & Liability Analyst plays a key role in protecting Dragonfly's profitability while maintaining fair and professional relationships with customers and Independent Delivery Contractors (IDC’s).

A significant portion of the role will initially focus on Amazon claims management, while supporting claims across all Dragonfly customers.

Key Responsibilities

Claims Investigation & Validation

• Receive, review, and manage parcel-related claims from customers and internal stakeholders.
• Conduct detailed investigations into lost, damaged, stolen, misdelivered, or disputed shipments.
• Analyse delivery photos, Proof of Delivery records, scan events, route history, GPS coordinates, driver activity, and operational systems.
• Verify whether customer claims are supported by available evidence.
• Identify inconsistencies between customer statements and operational records.
• Build evidence-based case files to support claim acceptance, rejection, or further investigation.
• Request additional information from Operations, Customer Service, Account Management, IDCs, and customers when required.
• Ensure claims are processed within agreed SLAs.

Liability Assessment & Financial Protection

• Determine whether claims should be accepted, rejected, or escalated.
• Establish financial responsibility based on available evidence, contractual agreements, and internal policies.
• Determine whether liability lies with Dragonfly, the customer, or the IDC.
• Support the recovery of costs through IDC chargebacks where applicable.
• Ensure liability decisions are applied consistently and supported by documented evidence.
• Challenge unsupported claims and prevent unnecessary claim payouts.
• Maintain a fair, objective, and fact-based approach to all claim decisions.

Data Analysis & Root Cause Identification

• Analyse claims data to identify recurring trends and operational vulnerabilities.
• Track claim drivers by customer, station, route, driver, IDC, claim type, and delivery flow.
• Identify patterns that contribute to losses or increased claim volumes.
• Support continuous improvement initiatives through data-driven insights.

Reporting & Administration

• Maintain accurate claims records and investigation documentation.
• Develop and manage claims reporting dashboards and Excel-based analyses.
• Monitor claim volume, claim value, liability allocation, acceptance rates, and recovery rates.
• Track cost avoidance generated through successful claim investigations.
• Support monthly claims reviews, financial reconciliation, and management reporting.
• Contribute to the development and standardisation of claims processes and investigation methodologies.

Key Interfaces

The Claims & Liability Analyst works closely with:

• Customer Service
• Account Management
• Operations & Station Teams
• Independent Delivery Contractors (IDCs)
• Finance

Profile & Requirements

Experience

• Experience in logistics, transportation, parcel delivery, claims management, customer service, operations, or a similar analytical role.
• Experience within last-mile logistics is highly preferred.
• Experience with Amazon claims processes is considered a strong advantage.

Skills & Competencies

• Essential:
• Advanced Microsoft Excel skills, including Pivot Tables, XLOOKUP, Power Query,
• Preferred:
• BI reporting, and large dataset analysis.
• Strong analytical mindset with the ability to identify patterns and investigate complex cases.
• Comfortable working with large volumes of operational and performance data.
• Ability to independently conduct detailed investigations and make evidence-based decisions.
• Excellent attention to detail and a naturally curious mindset.
• Strong written and verbal communication skills in English.
• Ability to clearly explain, justify, and defend conclusions based on operational evidence and data analysis, even when challenged.
• explain and defend conclusions to internal stakeholders.
• Highly organized and able to manage multiple investigations simultaneously.
• Comfortable challenging assumptions when evidence does not support a claim.

Personal Profile

The ideal candidate enjoys digging into data, solving puzzles, and uncovering the facts behind operational issues. He/ she is naturally curious, highly analytical, and motivated by finding the truth within complex datasets and operational systems.

Combine the mindset of an investigator with the skills of a data analyst, using evidence rather than assumptions to make decisions.

The ideal candidate is naturally curious and enjoys digging through data to uncover the facts behind operational issues. You will be energized by solving complex puzzles, connecting information from multiple systems, and identifying details that others may overlook.

You combine the mindset of an investigator with the skills of a data analyst, using evidence rather than assumptions to make decisions. Comfortable in challenging claims, questioning conclusions, and defending position when the data supports it.

Above all, enjoy working with data, Excel, and operational systems to turn information into facts, facts into decisions, and decisions into measurable business impact.