Description

As a Claims Experience Specialist at Airbnb, you will evaluate and resolve claims across Aircover products, including high-value and complex cases, while providing premium, personalized support to ensure our community of hosts and guests can travel with confidence.

Requirements

• 5+ years in a fintech or customer experience role
• Minimum 1+ years experience handling insurance claims, preferably including first and third party property damage claims
• Critical thinking skills with proven track record in solving challenging customer problems and making claims decisions consistently and fairly
• Strong verbal and written communication skills with experience interacting through email, messaging, and phone
• Active listening skills
• Ability to explain complex and sensitive issues clearly
• Analytical skills with ability to work independently in a rapidly changing environment
• Negotiation skills
• Solution and outcome-oriented with balance of fraud prevention and positive user experience
• Calm, empathetic, and adaptable
• Proficiency in English and Japanese

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 relevant facts and evidence to determine case resolution outcomes
• Create personalized interactions and exceptional premium support throughout the 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
• Communicate regularly with Supervisors and Manager on case status
• Maintain high levels of confidentiality during 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 and existing team members