Job Description

Princess Cruises, Holland America, Seabourn, Cunard North America and Holland America Princess Land Operations (HAP) offer world-renown vacations at sea to travelers around the globe. This is an opportunity to join a dynamic, unified organization as part of their highly experienced team in our corporate office.  

We’re looking for an amazing Specialist, Property Claims to fill this role. You’ll be responsible for handling lost and found, luggage and personal property claims for guests and teammates for Princess Cruises, Holland America, Seabourn, Cunard North America and HAP while providing a commitment to excellence in customer service in alignment with the Company’s Culture Essentials and Passage/Cruise Contract limitations and restrictions.

Here’s a summary of what we are looking for in a Specialist, Property Claims. Is this you?

Responsibilities

• Claims Management: Creates and actions files for guests and teammates for Princess Cruises, Holland America, Seabourn, Cunard N. America and HAP. Initiates investigation and gathers all available information and documentation needed for settlement determination. Responds to inquiries within 5-7 days. Addresses all rebuttals within 2 weeks.
• Missing Luggage Management: Immediately responds to missing luggage inquiries by contacting all parties, both shipboard and shoreside, to initiate a search for given description. Follows-up often for results then reports same to guest or teammate. Responds to guests and teammates within 24 hours.                                                       
• Lost and Found Management: Reviews all loss reports in Chargerback.com for pre-assigned ships and looks for possible matches. Reports findings to guest through Chargerback.com. Opens claims on escalated lost inquiries. Sorts and manages all incoming found items received from pre-assigned ships.                                                 
• Financial: Determines compensation based on all available information within the parameters of Company guidelines and restrictions and limitations set forth in the Passage/Cruise Contracts and HAP Terms and Conditions. Seeks management input when necessary. All payments are approved by management.                            
• Compliance: Adhere to all Company and Department guidelines as well as restrictions and limitations set forth in the Passage/Cruise Contracts. Ensures compliance with all legal and legislative regulations that pertain to the job                                                     
• Performs other duties as assigned 

This position follows the Company’s schedule of three days in the office per week (Tuesday, Wednesday, Thursday) with flexibility to work remotely the remainder of the week.

Requirements

• High School Diploma 
• Excellent communication skills both verbal and written
• Excellent Organizational skills
• Proficiency in MS Word and Excel 
• Ability to use computer and software to manage electronic claim files.
• Ability to work independently with frequent interruptions.
• Ability to maintain composure and professionalism in conflict and under stress.
• Ability to lift a minimum of 30 pounds.
• Detail oriented with the ability to maintain strict confidentially  
• Communicates effectively in spoken and written forms.
• Is collaborative
• Able to work in a fast-paced environment
• Adapts well to change.
• Manages sensitive data and privacy.
• Able to show empathy and care to claimants 
• Proficiency with Ventiv IRM claims system preferred
• Proficiency with Polar preferred

What You Can Expect

• Cruise and Travel Privileges for You and Your Family
• Health Benefits
• 401(k)  
• Employee Stock Purchase Plan 
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives 
• Base Hourly Range: $23.41 to $31.59. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees.  Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at:  https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America Group will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws.  If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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