Claims Adjuster

This position will manage and adjust a caseload of crew and guest claims for Princess, Holland America, Seabourn, and Cunard North America (guest claims only), and will negotiate pre-suit settlements directly with claimants, or their attorney, on behalf of the company to avoid litigation.

Essential Functions:

• Administrating Crew Claims: This position reviews and evaluates shipboard team member’s claim thoroughly investigating and analyzing each claim against incident reports, shipboard and shoreside medical records and the applicable employment agreement.  This role requires addressing challenges such as missing or incomplete shipboard incident reports and post-employment medical records, as well as managing unreasonable demands from plaintiff attorneys that hinder negotiation progress.  Overcoming these challenges by proactively sourcing information from internal business associates and our global business partners for critical information, preparing for effective negotiations, and ensuring clear and timely communication with claimants or their legal representatives. 
• Administrating Guest Claims: This position reviews the guest’s claim by analyzing shipboard records and the brand’s passage contract to determine the company’s position regarding liability before assessing appropriate reserves and settlement strategies.  Challenges include missing shipboard records, difficulties in obtaining post cruise medical records, and unreasonable demands from claimants, their representatives, or attorneys that hinder negotiations.  This role overcomes these challenges by reaching out to key information sources, preparing thoroughly for negotiations, and determining appropriate settlement reserves.  Communicates effectively to explain claim decisions and settlement options or denials. Identifies potential risks and exposures, providing recommendations to mitigate risks and improve safety practices. Advises internal business partners on recommended measures to minimize future incidents and claims.
• Existing Claims: Continually reviews IRM claims system for accuracy and updates records as new information is presented. Assists fellow team members with their workload when necessary and as time permits.
• Financial Case Management: Sets and reviews reserves regularly and adjusts reserves as new information becomes available, ensuring that reserves accurately reflect the potential financial exposure of the claim. Requests cash settlements and submits all future cruise credits and onboard credits, and drafts release agreements. Reports all eligible settlements to Medicare before settlement payments are processed.       
• SeaEvent Review: Review of newly downloaded SeaEvent reports to determine if any proactive measures are necessary based on the completed report as time permits. 
• Other: Prepares and attends small claims hearings. Assists with handling personal property claims, including lost and damaged luggage and personal effects, as time permits. Responds to state Attorney General inquiries and other tasks and duties as assigned. 

Qualifications:

• High school diploma
• 2+ years of Fleet experience and/or Crew and/or Customer Service experience or equivalent experience.
• Bachelor’s Degree in Business, Finance, Communications, or Liberal Arts preferred
• 5+ years of Fleet/Shipboard HR/Family Assistance knowledge and/or Customer Service experience preferred

Knowledge, Skills, and Abilities:

• Ability to conduct thorough investigations to determine the validity of claims, including reviewing documents, communicating with claimants, and assessing damages.
• Capable of analyzing complex situations, data, and evidence to make fair and accurate claims assessments.
• Ability to negotiate fair and equitable settlements while adhering to company guidelines and legal requirements. 
• Empathy and understanding are crucial when dealing with claimants experiencing distress due to their situation/losses. 
• Ability to handle multiple claims simultaneously. Effective time management and prioritization skills are essential to meeting deadlines and maintaining productivity. 
• Familiarity with relevant software and databases used for claims processing document management (IRM, Markview, Polar, Siebel, MAPS ). 
• Adherence to ethical guidelines and standards of conduct in all interactions with claimants and other stakeholders.
• Excellent written and verbal communication skills are essential for interacting with claimants, legal representatives, and other stakeholders. Clarity and professionalism are key, especially when explaining coverage, decisions, and settlements. 
• Able to work independently.
• Able to work in a fast-paced environment.
• Maintains confidentiality of information.
• Shows empathy towards claimants.

Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.

Travel: Less than 25% travel likely

Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.

This position is classified as “in-office.” As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays.  Candidates must be located in (or willing to relocate to) the Miami/Ft. Lauderdale area.

Offers to selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.  

At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival’s discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:

• Health Benefits:
  • Cost-effective medical, dental and vision plans
  • Employee Assistance Program and other mental health resources
  • Additional programs include company paid term life insurance and disability coverage 
• Financial Benefits:
  • 401(k) plan that includes a company match
  • Employee Stock Purchase plan
• Paid Time Off
  • Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion. 
  • Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year.  All employees gain additional vacation time with further tenure.
  • Sick Time – All full-time employees receive 80 hours of sick time each year.  Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.  
• Other Benefits
  • Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
  • Personal and professional learning and development resources including tuition reimbursement 
  • On-site preschool program and wellness center at our Miami campus

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