Claims Experience Specialist - Careers

What you'll do

• Evaluate and resolve complex claims across AirCover products.
• Investigate high-value and intricate claims with thoroughness and fairness.
• Mitigate fraud risks to protect the Airbnb brand and community integrity.
• Tailor personalized support throughout the end-to-end claims process for users.
• Provide continuous education on AirCover products, terms, and policies to users.
• Collaborate with stakeholders and third-party administrators for timely resolutions.
• Identify workflow gaps and provide feedback to improve customer experience.

What we're looking for

• 5+ years experience in fintech or customer service, including insurance claims handling.
• Proven ability to solve complex customer problems and make consistent, fair claims decisions.
• Strong verbal and written communication skills across multiple channels like email, messaging, and phone.
• Active listening and empathy for understanding user needs and providing personalized assistance.
• Analytical skills with the ability to work independently in a rapidly changing environment.
• Experience working on change initiatives and cross-functional projects to meet strategic goals.
• Proficiency in English; French language skills are beneficial.