Intake Specialist, Airline Division

Reports to: Operations Manager, Airline Division

Location: Remote

Overview

The Intake Specialist, Airline Division, serves as the first point of contact for airline partners and passengers. This role is responsible for delivering responsive, professional, and solution-focused support while ensuring claims are accurately documented, efficiently processed, and resolved in a timely manner. Key priorities include accurately entering and documenting airline claims, reviewing department emails ensuring all messages are actioned, responded to, and claims updated.

Platforms Used

• Outlook
• Teams
• Salesforce
• Global
• Talkdesk

Shifts

All times CST, schedule to be confirmed

• Evenings: 4:00 PM – 12:00 AM
• Overnights: 12:00 AM – 8:00 AM
• Weekends: 8:00 AM – 4:00 PM / 4:00 PM – 12:00 AM / 12:00 AM – 8:00 AM

Role Requirements

• Communication: Excellent English, written and verbal
• Speed and accuracy: Picks things up quickly and captures information accurately
• Documentation: Keeps clear, thorough records
• Proactive: Thinks ahead, builds relationships and owns intakes
• Tech skills: Computer savvy and able to multitask
• Support type: Inbound and outbound calls, with personal, human-to-human service rather than transactional support
• Ownership: Manages each case through to resolution, including coordinating across departments

What That Actually Involves

Handle Incoming Calls

• Answer all airline calls promptly and professionally, while listening to and assisting passengers/airlines, including those who may be upset or frustrated
• Enter claims into the system while on the phone and gather all necessary information
• Balance multiple tasks at once, including phone calls, claim entry, emails, and follow-ups
• Remain calm, patient, and empathetic, even in difficult situations

Process Claims & Documentation

• Review and document all claim details accurately
• Ensure all required information is captured and completed
• Verify and confirm claim notes, updates, and next steps with the passenger/airline

Manage Emails & Follow-Ups

• Review, respond and action all airline department emails requesting evening assistance
• Ensure all incoming emails are actioned, responded to and notes are updated in the claims
• Keep communication clear, timely, and professional

Ensure Accuracy & Accountability

• Read all notes and ensure accuracy
• Move reviewed notes into the portal and make them visible
• Action the claim, if required

Work with the Team & Support Operations

• Email the next shift when action is required on a claim
• Provide feedback to the Airline Division Operations Manager when required
• Attend onsite meetings when requested by the Airline Division Operations Manager