Claims Experience Specialist, Airbnb

• You are passionate about delivering exceptional and tailored experiences for our customers, anticipating their needs and understanding what great looks like for the user experience
• You are someone who thrives in taking initiative in a fast-moving environment, bringing a growth mindset and bias toward execution
• You foster strong customer relationships by actively engaging with users and identifying opportunities to enhance the service experience
• You are knowledgeable and experienced in the end to end claims process and take full ownership for reaching a complete final resolution with care and attention
• You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required
• 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

Desirable

• The Claims Experience team is responsible for providing premium support for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence
• You will be responsible for understanding the unique needs of our customers and go above and beyond to create personalized interactions that leave a lasting impression throughout the end-to-end claims process
• You will treat customers with consistency, fairness and empathy so that they feel heard and understood, and will tailor the support provided to their specific needs to resolve issues efficiently and to a high level of mutual satisfaction
• By enhancing the customer experience from end to end you will help drive retention rates and ensure that everyone can travel and host on Airbnb with confidence
• Evaluate, investigate and resolve claims submitted across our 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 our 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
• Support the training and mentoring of new hires throughout the onboarding process
• Support existing team members by sharing best practices, providing technical expertise on case consults, approvals and escalations in order to help improve overall performance of the team