AirCover Specialist, Claims Experience

🔥 2 minutes ago

🇯🇵 Japan – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Claims Specialist

👻 Ghost score 10%

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

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 across AirCover products, including high-value and complex Host Damage Protection claims • Detect fraud and mitigate risks associated with bad actors • Verify facts and evidence to determine case resolution outcomes while following internal policies and workflows • Provide personalized, exceptional premium support throughout the end-to-end claims process • Educate users about AirCover products, terms, and policies • Collaborate with stakeholders and third-party claims administrators on case strategies and timely resolutions • Communicate regularly with Supervisors and Manager about claim status • Maintain confidentiality during investigations • Identify workflow, process, and policy gaps and provide upward feedback • Act as a subject matter expert for change initiatives and cross-functional projects • Assist internal stakeholders in testing, refining, ideating, and deploying internal products and processes • Support training and mentoring of new hires • Share best practices and provide technical expertise on case consultations, approvals, and escalations • Help drive customer retention and confidence in hosting and traveling on Airbnb

🎯 Requirements

• 5+ years in a fintech or customer experience role • Minimum of 1+ years of experience handling insurance claims, preferably including first- and third-party property damage claims • Critical thinking skills and a proven track record solving challenging customer problems and making claims decisions consistently and fairly while adhering to policy terms and workflows • Strong verbal and written communication skills • Experience interacting with customers through email, messaging, and phone • Active listening skills • Ability to explain complex and sensitive issues with confidence and clarity • Analytical skills and ability to organize and work independently with rapidly changing priorities • Negotiation skills • Solution- and outcome-oriented approach, balancing fraud prevention with positive user experience • Ability to remain calm, empathetic, and adaptable in challenging situations • Regular work schedule of 5 days per week (40 hours), potentially including weekends and company-wide/public holidays • Proficiency in English and Japanese language

🏖️ Benefits

• Remote workplace type • Reasonable accommodations throughout the recruitment process for applicants with disabilities

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