Claims Experience Specialist

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Evaluate, investigate and resolve claims submitted across AirCover products • Closely monitor for fraud detection and mitigate risks associated with bad actors • Verify all relevant facts and evidence to determine case resolution outcomes • Go above and beyond to create personalized interactions and exceptional premium support • Provide continuous education and guidance for users about Aircover products • Work closely with stakeholders and third party claims administrators to align on case strategies • Communicate regularly with Supervisors and Manager to provide feedback on the status of claims • Maintain high levels of confidentiality whilst conducting investigations • Identify gaps in workflow, process or policy whilst striving to provide upward feedback • Act as subject matter expert for change initiatives and/or cross functional projects • Support the training and mentoring of new hires throughout the onboarding process

🎯 Requirements

• 5+ years in a fintech or customer experience role • 1+ years experience handling insurance claims, preferably including first and third party property damage claims • Strong proficiency in English (written and spoken); French language skills a plus • Critical thinking skills with a proven track record in solving challenging customer problems • Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone • Active listening skills to understand user needs • Ability to explain complex and sensitive issues to customers with confidence and clarity • Analytical skills with the ability to organize and work independently with rapidly changing priorities • Negotiation skills to ensure customer issues are resolved efficiently • Solution and outcome-oriented with an ability to balance fraud prevention alongside positive user experience

🏖️ Benefits

• Bonus • Equity • Benefits • Employee Travel Credits