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Claims Experience Specialist

9 hours, 51 minutes ago
Canada
Full-time
Senior
Customer Support
Customer and Technical Support
Apply Now
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008
View All Jobs 73

Description

  • Evaluate, investigate, and resolve claims across AirCover products, including complex and high-value cases.
  • Detect fraud and mitigate risks associated with bad actors to protect the Airbnb brand and community.
  • Verify relevant facts and evidence to determine case outcomes in line with internal policies and workflows.
  • Provide personalized, high-touch support throughout the end-to-end claims process.
  • Educate users on AirCover products, terms, and policies to support smooth resolution of requests.
  • Collaborate with stakeholders and third-party claims administrators to align on case strategy and timely resolution.
  • Communicate claim status and updates regularly with supervisors and managers.
  • Maintain confidentiality while conducting investigations.
  • Identify workflow, process, and policy gaps and provide upward feedback to improve the customer experience.
  • Serve as a subject matter expert on change initiatives and cross-functional projects, including testing and refining new internal products and processes.
  • Support onboarding by training and mentoring new hires.
  • Share best practices and technical expertise with team members on consults, approvals, and escalations.

Requirements

  • 5+ years of experience in a fintech or customer experience role.
  • 1+ years of experience handling insurance claims, preferably first- and third-party property damage claims.
  • Strong proficiency in English, written and spoken.
  • Proficiency in a European language such as French, Italian, Spanish, German, or Portuguese is a plus.
  • Proven critical thinking skills and experience making claims decisions with consistency and fairness.
  • Strong verbal and written communication skills across email, messaging, and phone.
  • Active listening skills and the ability to provide personalized recommendations and assistance.
  • Ability to explain complex and sensitive issues with confidence and clarity.
  • Analytical skills and the ability to work independently in rapidly changing priorities.
  • Negotiation skills to resolve customer issues in a timely and efficient manner.
  • Ability to balance fraud prevention with a positive user experience.
  • Calm, empathetic demeanor and the ability to adapt responses in challenging situations.
  • Availability for a regular 5-day, 40-hour work schedule that may include weekends and public holidays.
  • Ability to work Tuesday to Saturday from 9am to 6pm ET.
  • Experience working on change initiatives or cross-functional projects is preferred.
  • Experience working with internal stakeholders and third-party administrators to resolve complex claims is preferred.

Benefits

  • Annual base pay range of $63,000 CAD.
  • May be eligible for bonus.
  • May be eligible for equity.
  • May be eligible for benefits.
  • May be eligible for Employee Travel Credits.
  • Remote role within Canada.

Interested in this position?

Apply directly on the company website

Apply Now

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