Description

You will be responsible for understanding the unique needs of our customers and creating personalized interactions throughout the end-to-end claims process, resolving issues efficiently and with empathy. This role helps drive retention rates and ensures everyone can travel and host with confidence on Airbnb.

Requirements

• 5+ years in a fintech or customer experience role with minimum 1+ year handling insurance claims, preferably including first and third party property damage claims
• Strong proficiency in English (written and spoken)
• Critical thinking skills with proven track record in solving challenging customer problems
• Strong verbal and written communication skills for multichannel interaction
• Active listening skills to understand user needs and provide personalized recommendations
• Ability to explain complex and sensitive issues clearly and confidently
• Analytical skills with ability to organize and work independently in a fast-paced environment
• Negotiation skills to resolve customer issues timely and efficiently
• Solution and outcome-oriented with ability to balance fraud prevention and positive user experience
• Calm and empathetic with adaptability in challenging situations

Responsibilities

• Evaluate, investigate, and resolve claims submitted across AirCover products, including high value and complex claims requiring investigation and negotiations
• Monitor for fraud detection and mitigate risks associated with bad actors
• Verify all relevant facts and evidence to determine case resolution outcomes following internal policies and workflows
• Create personalized interactions and exceptional support throughout the end-to-end claims process
• Provide continuous education and guidance for users about AirCover products, terms, and policies
• Work closely with stakeholders and third-party claims administrators to align on case strategies and ensure timely resolution
• Communicate regularly with Supervisors and Manager on claim status
• Maintain high levels of confidentiality while conducting investigations
• Identify gaps in workflow, process, or policy and provide upward feedback
• Act as subject matter expert for change initiatives and cross-functional projects
• Support training and mentoring of new hires during onboarding
• Support existing team members by sharing best practices and providing technical expertise on case consults, approvals, and escalations