Specialist - Claims

Frontier Airlines • Denver, CO

1d • $46,715 - $62,006 • Onsite

About The Position

The Claims Specialist is responsible for investigation, research, and
organization of documents, statements and other legal files for claims review
and case preparation. They are responsible for the coordination and assistance
in communication with flight attendants, pilots, ground service agents and
department leaders. The claims specialist will work with local, state and
federal agencies to ensure the prompt responses to subpoenas and other legal
requests.  This position works in conjunction with the legal department to
maintain records for all litigation against the company as well as represent
Frontier in small claims cases throughout the country. This position ensures
compliance by following company policies, procedures, and guidelines, as well as
state and federal regulations.

Success in this position is measured by:

Negotiating and resolving claims in a timely while minimizing financial
impact to the company
Reviewing insurance cases resulting from passenger claims and
collecting/recording all relevant data
Providing well-informed court testimonies as the company representative in
small claims and other legal matters, as necessary
Uphold relationships and communication with the company’s insurers
Continuous risk management in processing and resolving customers’ claims
against the company

Requirements

• Minimum 2-4 year of related professional experience
• Familiarity with Windows-based software programs and database experience
• Experience in working with customers in pursuit of finding resolution and conflict resolution skills
• Good understanding of insurance claims negotiation and settlement techniques
• The ability to de-escalate customer issues
• Be able to communicate efficiently and effectively both written and verbally
• Ability to respect privacy issues and confidential information
• Proven letter-writing abilities including high proficiency in grammar and spelling
• Familiarity with Windows-based software programs and database experience
• Aptitude to make fair and unbiased appraisals of customer concerns
• Working knowledge of DOT regulations that impact airline travel, especially related to complaint handling
• Familiarity with the DOT’s federal regulations, 14 CFR Part 382 – Nondiscrimination on the Basis of Disability in Air Travel
• Accuracy in interpreting and applying policies with respect to customer inquiries or service incidents
• Ability to manage multiple tasks at once with frequent interruptions
• Ability to work within a corporate environment including interactions with various levels of management
• Excellent organizational skills and a high level of attention to details
• Ability to prioritize and coordinate multiple tasks
• Excellent communicator with active listening skills
• Understands the value of collecting customer feedback data and creating usable reports for identifying trends
• Proven leadership skills to establish, coordinate and complete special projects
• Strong background in handling challenging customer and personnel problems
• Proven ability to mediate, negotiate and reach resolution with various matters
• Knowledge and competency with various software programs (Xcel, Word, Outlook, RNT, Avaya, Voxify, MDM, Navitaire)

Nice To Haves

• Associate or Bachelor’s degree preferred
• Preferred - minimum of 3-year airline experience, preferably ATO or reservations, working with the reservations system

Responsibilities

• Research and record all small claims proceedings and attempt to resolve complaint
• Fully investigate and research all customer claims against Frontier and respond to requests from external legal counsel
• Research internal reports (irregular operations alerts, daily ops reports, PIR passenger incident reports, PNR reservation details, en-route reports, flight schedules and crew details and any other sources deemed necessary) to assist in determining resolution of complaints and inquiries to achieve departmental goals in accordance with DOT regulatory regulations
• Ensure compliance by following company policies, procedures, and guidelines, as well as state and federal regulations
• Keep current with DOT regulations that have direct impact on Customer Advocates and Frontier disability practices
• Review manuals, training curriculums, videos, alerts, etc for relevant information pertaining to each claim
• Monitor other airlines’ disability practices, websites, policies and procedures
• Attend mediation and/or small claims proceedings as a representative for Frontier Airlines
• Analyze and determine the appropriate response and possible compensation for incoming claims in a timely manner utilizing a thorough understanding of company policies
• Maintains quality customer service by following customer services practices and responding to customer inquiries
• Execute subpoenas as requested from local, state and federal law enforcement
• Aggregate and maintain information for insurance purposes including maintaining positive communication with insurance analysts
• Represent Frontier in small claims cases, mediation, and litigation as requested by legal counsel
• Provides legal support by assembling documentation for settlement action
• Work in conjunction with involved parties, lawyers, and outside vendors to schedule interviews, meetings, and depositions
• Contribute to discussions to determine and implement the ongoing development of best practices and processes for responses to customer contacts
• Provide weekly reporting on active claim status to various department leaders
• Document specific claims by completing and recording forms, reports, logs, and records
• Participate on an as-needed basis with interdepartmental projects that impact Customer Care.

Benefits

• Flight benefits for you and your family to fly on Frontier Airlines.
• Buddy passes for your friends so they can experience what makes us so great.
• Discounts throughout the travel industry on hotels, car rentals, cruises and vacation packages.
• Discounts on cell phone plans, movie tickets, restaurants, luggage and over 2,000 other vendors.
• Enjoy a ‘Dress for your Day’ business casual environment.
• Flexible work schedules that support work/life balance.
• Total Rewards program including a competitive base salary, short term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time and medical/dental/vision insurance that begins the 1st of the month following your hire date.
• We play our part to make a difference. The HOPE League, Frontier Airlines’ non-profit organization, is dedicated to providing employees financial assistance during catastrophic hardship.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees