Spécialiste AirCover, Expérience client en réclamations

Airbnb

Contract type

Ongoing

Work mode

Remote · Canada

Experience

Senior · 5+ years

Job description

Claims specialist role in Airbnb's AirCover Claims Experience team, handling and resolving host damage protection claims, including high-value and complex cases.

At a glance

Employment: Full-time · Employee (employment agreement)
Work mode: Remote · Canada
Languages: French – fluent, English – fluent
Pay: CAD 58,000 – 68,000 / year

What you'll do

Evaluate, review and settle claims submitted for AirCover products, including high-value and highly complex claims requiring in-depth investigation and negotiation
Monitor fraud indicators and mitigate risks from malicious actors to protect the Airbnb brand and community
Verify all relevant facts and evidence to determine the outcome of each case in line with internal policies and processes
Create personalized interactions and deliver exceptional premium support throughout the claims process
Inform and guide users about AirCover products, terms and policies to facilitate resolution of their requests
Collaborate closely with stakeholders and third-party claims administrators on case handling strategies and fast settlements
Communicate regularly with supervisors and the manager on the status of claims
Maintain a high level of confidentiality during investigations
Identify gaps in processes, ways of working or policies and pass feedback upward for continuous improvement
Act as subject matter expert for change initiatives and cross-functional projects in AirCover Scaled Ops and Optimization

What we're looking for

5+ years of experience in fintech or a customer-experience-focused role, including at least 1 year handling insurance claims, ideally property damage claims
Critical thinking and proven ability to resolve complex customer problems and make consistent, fair compensation decisions
Excellent oral and written communication, with experience across email, messaging and phone channels
Active listening to identify user needs and offer personalized recommendations and help
Ability to explain complex and sensitive issues to customers confidently and clearly
Analytical and organizational skills and ability to work autonomously in a fast-changing environment
Negotiation skills to resolve customer problems quickly and efficiently
Solution- and results-oriented, able to balance fraud prevention with a positive user experience
Calm and empathetic, able to adapt to any situation and stay composed under difficult circumstances
Regular 5-day (40-hour) schedule agreed with your supervisor, including weekends and holidays
Fluency in French and English, both oral and written
Must be based in Canada, in British Columbia, Ontario, Quebec, Alberta or Saskatchewan

Nice to have

Experience leading change initiatives or cross-functional projects toward strategic goals
Experience collaborating with internal stakeholders and third-party administrators to resolve complex claims
Knowledge of any additional language is an asset

Your team

Claims Experience (AirCover)

Part of the AirCover team, providing premium support by tailoring the experience and services to users' specific needs throughout the claims process.

Benefits

Eligible for bonus, equity, benefits and Employee Travel Credits

Save

Direct apply at Airbnb

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About Airbnb

Unique stays and experiences that let guests connect with communities more authentically

Born in 2007 when two hosts welcomed three guests to their San Francisco home, Airbnb has grown to over 5 million hosts and over 2 billion guest arrivals in almost every country.

Mission

To offer unique stays and experiences so guests can connect with communities in a more authentic way

Key facts

over 5 million hosts
2007
San Francisco
Travel / Hospitality
Over 5 million hosts have welcomed over 2 billion guest arrivals in almost every country

What they value

Diversity of ideas fosters innovation and engagement
Commitment to inclusion and belonging