[Hiring] Claims Experience Specialist @Airbnb

Role Description

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and Guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Claims Experience team is part of the Aircover team. Claims Experience 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. We develop a deep empathy and understanding of each of our customer’s desires, and go above and beyond to create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The team drives operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.

The Difference You Will Make

• Understand the unique needs of our customers and create personalized interactions that leave a lasting impression throughout the end-to-end claims process.
• Treat customers with consistency, fairness, and empathy to ensure they feel heard and understood.
• Tailor support to specific needs to resolve issues efficiently and to a high level of mutual satisfaction.
• Enhance the customer experience from end to end to help drive retention rates.

A Typical Day

• Evaluate, investigate, and resolve claims submitted across our Aircover products, including high value and complexity claims.
• Closely monitor for fraud detection and mitigate risks associated with bad actors.
• Verify all relevant facts and evidence to determine case resolution outcomes.
• Create personalized interactions and exceptional premium support throughout the end-to-end claims process.
• Provide continuous education and guidance for users about our Aircover products, terms, and policies.
• 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 and provide upward feedback to improve customer experience.
• Act as subject matter expert for change initiatives and/or cross-functional projects.

Qualifications

• 5+ years in a fintech or customer experience role, with a minimum of 1+ years experience handling insurance claims.
• 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.
• Active listening skills to understand user needs and provide personalized recommendations.
• 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.
• Calm and empathetic with the ability to adapt to any situation.

Requirements

• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor.
• Travel requirements (if applicable).

Preferred skill-sets

• Experience working on change initiatives and/or cross-functional projects.
• Experience working with internal stakeholders and third-party administrators to resolve complex claims.
• Proficiency in English and another language.

Your Location

This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. You must live in a province where Airbnb Canada, Inc. has a registered entity.

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions.

How We'll Take Care of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.

• Canada Annual Pay Range: $58,000 — $68,000 CAD

Reasonable Accommodations

We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities.

A Note on Recruiting Scams

Scammers sometimes pose as Airbnb recruiters to get money or personal information from candidates. Please remain vigilant of these recruiting scams.