The opportunity
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…
What you'll do
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
What they're looking for
- 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
