AirCover Specialist, Claims Experience

The role

You will evaluate, investigate, and resolve claims submitted across AirCover products. You will provide personalized support to users and work with stakeholders to ensure timely resolutions.

What you will do

• Evaluate, investigate and resolve claims submitted across Aircover products
• Monitor for fraud detection and mitigate risks
• Verify facts and evidence to determine case resolution outcomes
• Create personalized interactions and premium support throughout the claims process
• Provide education and guidance for users about Aircover products, terms and policies
• Work with stakeholders and third party claims administrators on case strategies
• Communicate regularly with Supervisors and Manager
• Maintain high levels of confidentiality during investigations
• Identify gaps in workflow, process or policy
• Act as subject matter expert for change initiatives and cross functional projects

Required qualifications

• 5+ years in a fintech or customer experience role
• Minimum of 1+ years experience handling insurance claims
• Critical thinking skills
• Strong verbal and written communication skills
• Experience interacting with customers through email, messaging and phone
• Active listening skills
• Ability to explain complex and sensitive issues
• Analytical skills
• Negotiation skills
• Solution and outcome-oriented
• Calm and Empathetic

Nice to have

• First and third party property damage claims experience
• Experience working on change initiatives and/or cross-functional projects
• Experience working with internal stakeholders and third party administrators to resolve complex claims
• Proficiency in English and Japanese language

About the company

Airbnb is a mission-driven company that has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.