Airbnb is a community based on connection and belonging.
Claims Experience Specialist
Location
Canada
Posted
2 days ago
Salary
$63K / year
Seniority
Senior
Job Description
Claims Experience Specialist
Airbnb
• Evaluate, investigate and resolve claims submitted across AirCover products • Closely monitor for fraud detection and mitigate risks associated with bad actors • Verify all relevant facts and evidence to determine case resolution outcomes • Go above and beyond to create personalized interactions and exceptional premium support • Provide continuous education and guidance for users about Aircover products • 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 whilst striving to provide upward feedback • Act as subject matter expert for change initiatives and/or cross functional projects • Support the training and mentoring of new hires throughout the onboarding process
Job Requirements
- 5+ years in a fintech or customer experience role
- 1+ years experience handling insurance claims, preferably including first and third party property damage claims
- Strong proficiency in English (written and spoken); French language skills a plus
- 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 including email, messaging and phone
- Active listening skills to understand user needs
- 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 efficiently
- Solution and outcome-oriented with an ability to balance fraud prevention alongside positive user experience
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
Related Guides
Related Categories
Related Job Pages
More Claims Specialist Jobs
• Serve as the escalation point of contact from outsourced partners, customer support teams and service technician partners. • Investigate and resolve complex claim situations, ensuring decisions align with contract terms and internal policies. • Troubleshoot delays in claims processing, ensuring timely resolutions and enhanced customer satisfaction. • Coordinate service technician dispatching and parts ordering when necessary to support claim resolution. • Resolve escalated customer issues by proposing fair resolutions within policy guidelines and clearly communicating outcomes to the customer. • Maintain detailed and organized documentation of all customer and partner interactions. • Investigate suspected fraudulent claims and report findings as needed. • Recommend process improvements and opportunities to automate routine tasks. • Provide timely responses to claim inquiries via phone and email, in line with established SLAs. • Collaborate with Product and Engineering teams to troubleshoot and escalate unresolved claim issues. • Stay up to date on product offerings, service workflows, and policy updates to better support customers. • Identify and communicate training needs for front-line support teams to improve service quality. • Keep internal systems current with relevant technical issues, customer feedback, and insights.
Claims Examiner
Commonwealth of VirginiaThe Commonwealth of Virginia is a state in the South Atlantic region of the United States that stretches from the Appalachian Mountains to the Chesapeake Bay. W
Analyze and evaluate criminal injury compensation claims, determine eligibility, manage dynamic caseloads, and communicate effectively with victims and stakeholders to provide support throughout the claims process.
Associate Bond Claims Examiner
Tokio Marine HoldingsTokio Marine HCC (TMHCC), headquartered in Houston, Texas, is a leading specialty insurance group with a global presence. As a member of the Tokio Marine Group,
Investigate and analyze surety bond claims while effectively communicating written determinations. Maintain a customer service mindset and manage a caseload, strengthening analytical and communication skills for complex claims resolution.
Claims Adjuster II
Protective LifeWe are on a mission to help more people achieve the sense of protection and security they deserve.
• process inbound claim contacts from dealers, repair facilities, sales agents, contract holders, etc. via applicable channels • process queue contacts from the claims queues, email and or chat channels from dealers, repair facilities, sales/agents as well as internal and external customers • process various requests from managers and lead adjuster • correspond with various vendors throughout the claim adjudication process as needed • perform other duties as assigned, delegated by management
