Job Description
The objective of this position is to settle baggage claims as expeditiously and fairly as possible taking into account existing rules and regulations and applying CORE 4 principles. The position enables the department to meet customer, inter-departmental and company goals all while building customer loyalty.
Your main responsibilities in this role include the following:
Duties and Responsibilities
Translate information from passenger claim forms to an equable claim resolution. Document the decision consistent with other departments, including, but not limited to, Internal Audit, regarding the decision to compensate or not. One will have to process this decision through our internal payment request systems (EZCare {check} or Electronic Funds Transfer {EFT}). This includes payment requests for actual hard money, any soft compensation (i.e., travel certificates, Miles) and any correspondence both written and electronic.
Work proactively with customers to find an equitable claim resolution verbally and through written/electronic correspondence to reduce DOT complaints, prevent social media outreach and retain future customer revenue.
After a final determination of a passenger’s claim, representative will ensure UAL guidelines are followed including working within signed conventions (Montreal & Warsaw). Also, the preparation of billing OA monies due to UAL handling of mutual customers (prorating).
Work closely with the small claims and legal department (domestic and international) to settle lawsuits.
Job Requirements
High School Diploma or equivalent
2 years of Customer Service, Baggage and/or Airport Operations experience
Microsoft Suite
Strong written and oral communication skills
Must be legally authorized to work in the United States for any employer without sponsorship
Successful completion of interview required to meet job qualification
Reliable, punctual attendance is an essential function of the position
Associates Degree or 2 years of relevant work experience
Airport Operations experience both above and below the wing
Understanding of government related processes for airport/airline requirements
Functional knowledge of airport systems and processes
Spanish/Portuguese preferred
Experiene working with BOLT, WorldTracer, ezCare or KANA
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