Mission Resolution Analyst - 31431

Job Description

Description

• Review/Manage of the assigned customer recovery cases
• Complete resolution of assigned cases involving the operating carriers (AC Family)
• Support any customer claim (per legal/court requirements) under any regulation/body to which the company comply

• Analyze, investigate and interpret flight operational data from multiple sources to determine the compensation that should be awarded or have been awarded against an incident and/or individual customer files.
• Identify compensation due to an affected customer based on the applicable regulatory regimes and or defined recovery policies.
• Determine recommendations/decisions on compensation amounts for flight delays and cancellations based on appropriate regulations and/or defined customer recovery policies.
• Communicate with concerned Parties/Stakeholders for applicable compensation/customer recovery decisions/directives.
• Identify and escalate to the relevant stakeholder (Regulatory, Customer Care, Legal, IFS, etc.,) possible need for additional/proactive compensation/recovery processes to mitigate any compliance risks.
• Work collaboratively with the internal stakeholders, including but not limited to the operational teams and Legal to understand:
  • The operational framework to support compliance with APPR, EC261, and other passenger rights legislation worldwide (ie Israel, etc.) that the company is must comply;
  • The framework for tarmac delay regimes in Canada, the US, China, and other jurisdictions as they develop.
• Coordinate with Customer Care, providing decision on controllability for compensation purposes, findings on whether other obligations were met, and steps taken to mitigate, if relevant.
• Develop, compile, prepare, track and report on incident and compensation awards and develop tracking reports to report out as necessary.
• Research and provide flight information to prepare responses to the Canadian Transportation Agency, National Enforcement Boards and other regulators when required.
• Liaise with Legal to discuss more complex cases and decisions on controllability;
• Coordinate with the stakeholders to provide all relevant information pertaining to cases that become litigated, along with results of investigation on fact gathering.
• Coordinate with the Legal & the internal stakeholders to provide all relevant information pertaining to cases that become litigated, along with results of investigation on fact gathering.
• Coordinate with CTA for facilitation and communication of certain documents and delay/cancellation-related information.
• Engage in mediation with passengers in view of resolving their complaint.
• Assist the internal customers with file investigations with items handled under our customer recovery procedures or as required.
• Monitor trends and identify opportunities to improve customer recovery processes.
• Respond to written or telephone inquiries, updating program stakeholders on all affected files and as required justify/defend decisions made.
• Maintain current and accurate records of assigned portfolio.
• Timely and consistent communications on all open cases with program stakeholders.
• Other duties as assigned.

Qualifications

• College/University Degree (or equivalent combination of education and experience)
• Minimum 12-months customer service and recovery experience gained within the travel industry (preferable airline)
• Experience with dealing with government and or regulatory compliance would be an asset
• Experience or training in mediation would be an asset 
• Strong communication skills with the ability to interpret and assimilate technical/statutory terms into easy to understand terms across the department’s customer base (internal/external)
• Ability to identify problems and understand the impact of decisions being made on the customer and the company
• Highly proficient with the MS Suite of software products (Excel, Word, PowerPoint) and MS Dynamics would be an asset 
• Strong organization and time management skills, able to manage a multiple task workload
• Attentive to detail and demonstrated passion for quality in customer service 
• Ability to distil complex regulation into manageable operational outputs
• Working knowledge of Air Canada systems would be an asset
• Understanding of Air Passenger Protection Regulations (APPR), European Regulations 261/2004 (EU) and other air travel regulations would be an asset 
• Self-motivated and assertive
• A commitment to teamwork, ability to multi-task in a fast-paced environment and adapt to change

• Candidates must be eligible to work in the country of interest, at the time any offer of employment is made and seeking any required work permits/visas or other authorizations which may be required is the sole responsibility of the candidates applying for this position.