Claims Experience Specialist (contract)

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in more than 100, 000 cities and towns located in 220+ countries and regions across the globe. Every day, Hosts offer unique stays and one-of-a-kind activities that make it possible for guests to experience the world in a more authentic, connected way.

Airbnb was born with a creative spirit, and it’s one of the most defining parts of our culture. We use our curiosity and imagination to come up with unconventional solutions. These are the ideas at the core of Airbnb:

• Our community is based on connection and belonging.
• Our creativity allows us to imagine new possibilities for people.
• Our responsibility is to all of our stakeholders.
• It takes a unified team committed to our core values to embody these ideas, and our fast-moving team is committed to leading as a 21st century company

Location: Remote in Canada

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.

Job Overview

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. 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.

Responsibilities

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

Support existing team members by sharing best practices in order to help improve overall performance of the team

Qualifications

3+ 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 or travel insurance 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

About You

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

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.

Belonging & Accommodations

Airbnb is committed to working with the best and brightest people from the broadest talent pool possible. We believe a diversity of ideas fosters innovation and engagement, and allows us to attract the best people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply. If you need assistance, or reasonable accommodation during the application and recruiting process, please connect with your talent sourcing partner.

Pay Rate Range: CAD $23-$26/hr

Medical, Dental, Vision, 401K