Senior Analyst, Claims Management

Royal Caribbean Cruises Ltd•Miami, FL

2d•Onsite

About The Position

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world. We are proud to be the vacation-industry leader with global brands — including Royal Caribbean International, Celebrity Cruises and Silversea Cruises — the most innovative fleet and private destinations, and the best people. Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests. The Royal Caribbean Group’s Risk Management Team has an exciting career opportunity for a full time Senior Analyst, Claims Management reporting to the Sr. Director, Litigation. The position is onsite and based in Miami, Florida. The position is also not eligible for work authorization sponsorship. Position Summary: The Senior Analyst, Claims Management independently investigates, evaluates, and resolves complex and high-exposure passenger claims for Royal Caribbean International and Celebrity Cruises, including, but not limited to, personal injury and medical negligence claims. The Senior Guest Claims Adjuster develops claim strategies, negotiates out-of-court settlements with claimants and attorneys, and assists in-house and outside counsel with litigation, including discovery matters and investigations. The position also serves as a resource to less experienced adjusters and supports claim-handling consistency, trend identification, and process improvements.

Requirements

An associate degree (A.A.) or equivalent from a two-year college or technical school, together with a minimum of 5 years of progressively responsible claims handling, litigation support, insurance, legal, maritime, or related experience, is required.
Must be able to travel 10% of the time.
Must be able to maintain a flexible schedule.
May be contacted outside normal business hours for assistance with urgent or time-sensitive matters.
Ability to read, analyze, and interpret medical and technical reports, legal documents, contracts, policies, and claim records.
Ability to communicate effectively with guests, fellow employees, shipboard staff, attorneys, insurers, and business partners, and to present clear recommendations to Risk Management leadership.
Ability to apply mathematical concepts, including percentages, ratios, and financial analysis, to claim valuation, reserve assessment, and settlement evaluation.
Ability to define complex problems, collect and analyze data, establish facts, exercise sound judgment, and draw well-supported conclusions while managing multiple priorities and deadlines.
Demonstrated experience independently handling complex and litigated bodily injury claims, including liability and damages evaluation, negotiation, reserve recommendations, and settlement documentation.
Strong negotiation, written communication, analytical, organizational, and decision-making skills, with the ability to handle sensitive matters professionally and with appropriate discretion.

Nice To Haves

A Bachelor’s degree or four-year equivalent is preferred.
Proficiency with claims management systems and Microsoft Office applications, including Word, Excel, Outlook, and Teams, is preferred.
Ability to speak, read, and write a second language is preferred.

Responsibilities

Attend bi-weekly departmental meetings and present selected cases, complex issues, or emerging trends for discussion.
Board vessels, independently or accompanied by defense attorneys, to conduct investigations and interviews of guests, crewmembers, and/or officers.
Review guest statements and accident reports prepared by the Safety Officer and inform the Supervisor and/or Manager of potential trends or significant exposures.
Open, document, and maintain complete and accurate files for active guest claims.
Notify the appropriate P&I Club or other insurance carriers and provide timely, substantive updates.
Investigate claims to establish all relevant facts, evaluate potential liability and damages, and recommend an appropriate resolution strategy.
Correspond and negotiate with guests and/or their attorneys in an effort to resolve claims within assigned authority.
Manage litigation files and provide discovery documents and/or information requested by defense attorneys.
Meet with defense attorneys to review files, assess exposure, and determine an appropriate company defense strategy, including settlement or litigation.
Prepare settlement drafts, releases, and related settlement documentation, ensuring compliance with applicable internal requirements.
Attend mediations, depositions, and/or trials as a company representative.
Communicate with vessels and shoreside departments to obtain additional documentation and information.
Promote collaboration among staff members and assist with resolving claim-handling questions or issues.
Independently manage complex, sensitive, litigated, and high-exposure claims from initial assignment through final resolution.
Establish and maintain appropriate claim reserves and provide clear, well-supported recommendations regarding liability, damages, settlement value, and litigation strategy.
Identify claim trends, recurring operational issues, and opportunities for risk mitigation, and communicate findings to leadership and appropriate business partners.
Provide guidance, technical support, and knowledge sharing to less experienced adjusters while supporting consistent claim-handling practices.
Partner with Legal, Medical, Safety, Guest Experience, shipboard teams, insurers, and other stakeholders on investigations and claim resolution.
Support departmental initiatives, special projects, audits, process improvements, and technology enhancements related to guest claims.
Handle claim information and medical, legal, and personal documentation in accordance with applicable privacy, reporting, record-retention, and company requirements.
Performs other duties as required.