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AirCover Specialist, Claims Experience
Contract type
Ongoing
Work mode
Remote · Canada
Experience
Senior · 5+ years
Job description
Claims Experience role within Airbnb's AirCover team, responsible for investigating and resolving claims across AirCover products, including high-value and complex cases, while delivering personalized premium support to hosts and guests.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Canada
- Languages
- English
- Pay
- CAD 58,000 – 68,000 / year
What you'll do
- Evaluate, investigate and resolve claims submitted across AirCover products (including but not limited to Host Damage Protection claims), including claims of high value and complexity that require complex investigation and negotiations to reach satisfactory outcomes
- Closely monitor for fraud detection and mitigate risks associated with bad actors to protect the Airbnb brand and community
- Verify all relevant facts and evidence to determine case resolution outcomes whilst following internal policies and workflows
- Go above and beyond to create personalized interactions and exceptional premium support throughout the end-to-end claims process, tailoring the experience offered whilst ensuring each user's needs and preferences are met with the highest level of care and attention
- Provide continuous education and guidance for users about AirCover products, terms and policies to enable the seamless resolution of their requests
- Work closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
- 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 as required to further improve the experience for our customers
- Act as subject matter expert for change initiatives and/or cross functional projects taking place across the AirCover Scaled Ops and Optimization org, including assisting internal stakeholders to test, refine, ideate, and deploy new internal products and processes
What we're looking for
- 5+ years in a fintech or customer experience role, with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage claims
- Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
- 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 and provide personalized recommendations and assistance
- 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 in a timely and efficient manner
- Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
- Calm and empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
- A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays
Nice to have
- Experience working on change initiatives and/or cross-functional projects to meet strategic goals
- Experience working with internal stakeholders and third party administrators to resolve complex claims in a detailed, effective and timely manner
- Proficiency in English and another language
Your team
Claims Experience team (part of AirCover)
Claims Experience is responsible for providing premium support for users by tailoring the experience and services offered to their specific needs so that everyone can host and travel with confidence; the team drives operational success across each of the AirCover products.
Benefits
- Bonus, equity, benefits, and Employee Travel Credits may be available
Apply
Direct apply at Airbnb
Opens the job posting at Airbnb
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
Key facts
- 2007
- San Francisco
- Over 5 million hosts
- Over 2 billion guest arrivals
- Hosts in almost every country across the globe
What they value
- Inclusion & Belonging
- Diverse ideas foster innovation and engagement