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Agent, Financial Recovery & Resolution in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/3/2019

Job Snapshot

Job Description

Position Summary:

Recover overall air cost totaling approximately $12 million per year and process approximately $60 million in air ticket sales. Monitor the quality control process and ensure proper ticketing execution. Perform extensive research to resolve customer related issues. Provide support to the Air/Sea and the Corporate and Crew ticketing and booking agents.

Essential Duties and Responsibilities:

  • Void and refund electronic tickets in IAR and MAX to eliminate the company's liability.
  • Process partial refunds and determine tax components for unused flight segments.
  • Work Balancing Termination reports weekly for all ships.
  • Ensure every ticket on the Termination report has been returned in both IAR and MAX to ensure non-usage.
  • Generate the ARC report (SCA) daily and reconcile data to IAR & MAX back-office accounting system (MAX).
  • Monitor Quality Control process in IAR and MAX and correct ticketing agent errors. 
  • Monitor and process air ticket exception errors, MAX interface errors, CRS buffers and translators and MAX print queues.
  • Determine passenger eligibility for refunds by researching ticket status and booking history
  • Ensure refunds adhere to company policy.
  • Send Authorization request for Release of Funds via email to seek and obtain management approval.
  • Research customers related workflows and determine outcome.
  • Maintain system files, build and update customer numbers, vendor account numbers.
  • Provide support to Air Ticketing, Corporate & Crew, Customer Service, Customer Relations, Groups, Air Settlement and Balancing.
  • Research and reconcile incoming debit and credit memos.
  • Balance cash on a weekly basis to ensure funds are equal in IAR and MAX , correct agent errors. 


Job Requirements


  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Effectively present information in one-on-one and small group situations to both internal and external customers. 
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. 
  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!


RCL is an Equal Employment Opportunity employer.

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