Account Collections Coordinator

POSITION SUMMARY:
Respond to credit card companies regarding cardholder disputes and chargebacks, $~5m annually per coordinator, $~40m annually company wide. Perform collection efforts on receivables arising from unpaid cruise reservations and onboard folios.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Retrieve credit card activity (disputes/chargebacks) daily and compile supporting documentation for each dispute/chargeback case. Documentation is gathered using AS400 reservations system applications, electronic and paper shipboard records and files, and other automated third-party computer software.
2. Respond to credit card companies, travel agents and passengers both in writing and orally and within designated deadlines.
3. Maintain organized case files for future reference, follow-up, and support.
4. Pursue collection with travel agents and passengers for receivables related to cruise reservations and onboard folio charges that arise from returned checks, credit card chargeback disputes, travel agent commissions and other unpaid balances.
5. Work closely with front-line agents and other department (i.e., Reservations, Groups, Customer Service, Sales Administration, Casino, Human Resources, and Shipboard Administration in support of collection efforts for unpaid balances.
6. Work with outside collection agencies and internal Legal Department to pursue the collection of unpaid balances.
7. Perform ad hoc analyses and processes as requested by management.

This job description in no way states or implies that these are the only duties performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

QUALIFICATIONS:
• Associate degree (A.A.) or equivalent from a two-year college or technical school; two to four years related experience and/or training; or equivalent combination of education and experience.
• AS400 environment and experience with JD Edwards or similar accounting system.
• Proficient in Microsoft Office applications such as Word, Excel, and Outlook.
• Excellent interpersonal, written, and oral communication skills.

KNOWLEDGE AND SKILLS:
• Ability to meet daily, weekly, and monthly deadlines.
• Ability to function in a high-volume environment as well as handle multiple tasks.
• Ability to communicate properly with various departments concerning voyage verification and validation related issues.
• Knowledge of cruise industry.

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