Claims Experience Specialist (AirCover)

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join: 

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit, and our fast-moving team is committed to leading as a 21st century company.

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.

The Difference You Will Make:

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.

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

How you’ll make an impact

• 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.

In this role you’ll get to

• 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
• Act as subject matter expert for change initiatives and/or cross functional projects taking place across the Aircover Scaled Ops and Optimization org, including assisting internal stakeholders to test, refine, ideate, and deploy new internal products and processes
• Support the training and mentoring of new hires throughout the onboarding process
• Support existing team members by sharing best practices, providing technical expertise on case consults, approvals and escalations in order to help improve overall performance of the team

  

We are looking for people who have

• 5+  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 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
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays 
• Proficiency in English and Japanese

Preferred experience

• Experience working on change initiatives and/or cross-functional projects to meet strategic goals.
• Experience working with internal stakeholders and third party administrators to resolve complex claims in a detailed, effective and timely manner

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.