EU 261 Claims Admin
We are seeking a detail-oriented and organised EU 261 Claims Administrator to join our team in Madrid, Spain. In this role, you will be responsible for managing passenger compensation and baggage claims under EU Regulation 261/2004 and the Montreal Convention, ensuring strict compliance with all regulatory requirements and delivering professional service to claimants. This position requires meticulous attention to detail and the ability to manage high volumes of claims with precision and accuracy.
Key Responsibilities:
- Assess and process EU 261, Montreal Convention, and refund claims from receipt through to final resolution in accordance with regulatory requirements
- Conduct thorough investigations of claims by gathering and analysing information from multiple systems and supporting documentation
- Evaluate claim eligibility against regulatory requirements, company policies, and established procedures
- Respond to customer correspondence and enquiries in a professional manner whilst meeting prescribed service level targets
- Monitor claim deadlines and manage high-volume workloads in a fast-paced environment with consistent accuracy
- Maintain precise and current records across claims systems, databases, and reporting tools
- Prepare detailed claim assessments and recommendations to ensure timely processing and payment of approved claims
- Identify trends, risks, and opportunities for process improvement, escalating issues to appropriate management where necessary
Required Skills and Experience:
- Fluency in English (written and verbal)
- Demonstrated experience in claims administration or regulatory compliance roles
- Advanced organisational and time management capabilities
- Exceptional written and verbal communication skills
- Proficiency with Microsoft Office applications
- Demonstrated ability to analyse complex information and formulate sound decisions
- Rigorous attention to detail with an unwavering commitment to accuracy
- Competency with claims management software or equivalent systems
- Proven capability to manage multiple claims simultaneously whilst maintaining stringent quality standards
Preferred Skills and Experience:
- Proficiency in a second European language
- Professional experience within the airline or travel industry
- Demonstrated familiarity with CRM platforms or customer management systems
- Knowledge of EU passenger rights regulations beyond EU 261/2004
- Established background in customer service delivery
- Demonstrated problem-solving capability with the capacity to manage challenging situations with professionalism
