Most Loved Workplace® Certified JobClaims Experience Specialist
Assessed by Most Loved Workplace®About the Role
At Airbnb, a Most Loved Workplace® certified employer in the Travel & Hospitality space, Belong Anywhere: Connect Through Travel, Community, and Trust.
As a Claims Experience Specialist, 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. This role is remote within Canada.
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Requirements
- 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
- 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 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
- 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
Benefits
- Eligible for bonus
- Equity
- Benefits
- Employee Travel Credits
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