AirCover Specialist, Claims Experience

Canada. Posted 17 days ago

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 claim 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 to align 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
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
Ability to balance fraud prevention alongside a positive user experience
Ability to remain calm and empathetic in challenging situations

Nice to have

Experience including first and third party property damage claims
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 another language

Benefits

Bonus
Equity
Benefits
Employee Travel Credits

About the company

Airbnb was born in 2007 and has grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe.