Specialist - Claims (Remote Opportunity Available)

Why Work for Frontier Airlines?   

At Frontier, we believe the skies should be for everyone. We deliver on this promise through our commitment to Low Fares Done Right. This is more than our tagline - it’s our driving philosophy. Every member of Team Frontier has an important role to play in bringing this vision to life.  Our successful business model allows travelers to take advantage of our fast-growing route network while our bundled and unbundled pricing options allow our customers to personalize their travel experience and only pay for the services they need – saving them money along the way.  

What We Stand For  

Low Fares Done Right is our mission and we strive to bring it to life every day.  Our ‘Done Right’ promise means delivering not only affordable prices, but making travel friendly and easy for our customers.  To do this, we put a great deal of care into every decision and action we take. We must be efficient with the use of our resources and make smart decisions about how we run our business. We must also innovate and be pioneers - we’re not afraid to try new things.  While our business requires us to fly high in the air, we also consider ourselves down-to-earth in our approach, creating a warm and friendly experience that truly demonstrates Rocky Mountain Hospitality.  

Work Perks  

At Frontier, we like to think we’re creating something very special for our team members.  Work is why we’re here, but the perks are nice too:   

• 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.

Who We Are    

Frontier Airlines is a leading ultra-low cost carrier headquartered in Denver, Colorado. With a mission to deliver Low Fares Done Right, the company provides affordable, convenient and accessible air travel throughout the U.S., Caribbean, Mexico and Latin America. Frontier’s highly fuel-efficient, all-Airbus fleet is among the youngest and most modern of any carrier within the U.S. That, combined with the airline’s many weight-saving initiatives and focus on operational efficiencies, makes Frontier America’s Greenest Airline.* Each Frontier Airlines plane tail features a special animal with a unique name and backstory. Many of the featured species are endangered or threatened, part of the airline’s commitment to underscore and raise awareness for their plight. Frontier serves approximately 100 destinations throughout North America and operates 500-plus daily flights, on average. The airline employs more than 7,000 team members and has crew bases in more than a dozen U.S. cities. Frontier Airlines., Inc., is a subsidiary of Frontier Group Holdings, Inc. (NASDAQ: ULCC).     

* Frontier is the most fuel-efficient of all major U.S. carriers when measured by ASMs per fuel gallon consumed.

What Will You Be Doing?

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

Essential Functions

• Research (50%)
• 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

• Complaint Handling (25%)
• 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

o   Maintains quality customer service by following customer services practices and responding to customer inquiries

• Communication (25%)
• 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

o   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

Other Functions

• Participate on an as-needed basis with interdepartmental projects that impact Customer Care. 

Qualifications

• Minimum 2-4 year of related professional experience
• Associate or Bachelor’s degree preferred
• Preferred - minimum of 3-year airline experience, preferably ATO or reservations, working with the reservations system
• Familiarity with Windows-based software programs and database experience
• Experience in working with customers in pursuit of finding resolution and conflict resolution skills

Knowledge, Skills and Abilities

• 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)

Equipment Operated

Standard office equipment, including PC, copier, fax machine, printer

Work Environment

Typical office environment, adequately heated and cooled

Physical Effort

Generally, not required.

Supervision Received

Salary Range: $46,715 - $62,006. Please note: this posting has a closing date of on or before midnight 6.30.26 MT.

General Supervision: The incumbent performs a variety of routine work within established policies and procedures and receives detailed instructions on new projects and assignments.

Positions Supervised

None

Workplace Policies

Disclaimer: The above statements are intended only to describe the general nature and level of work required of the referenced position; they are not intended to be an exhaustive list of all responsibilities, duties, and skills required of individuals in this position. Please be advised that duties and expectations of this position may be subject to change.

Frontier Airlines, Inc. is an equal opportunity employer and, as such, is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, national origin, age, marital status, veteran status, sexual orientation, gender identity or expression, disability status, pregnancy, genetic information, citizenship status or any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Frontier Airlines is a Zero Tolerance Drug-Free Workplace. All prospective DOT safety-sensitive employees are subject to pre-employment testing for the following drugs and their metabolites: Marijuana, Cocaine, Amphetamines, Opioids and Phencyclidine (PCP). Further, any DOT safety-sensitive job applicant who is found to have tested positive on any required drug or alcohol test at a former employer will be considered ineligible for employment with Frontier.

Colorado Residents: In any materials you submit, you may redact or remove age-identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.