AirCover Claims Experience Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Evaluate, review, and resolve claims submitted under AirCover products, including those that are high-value and complex.

• Investigate claims and negotiate outcomes that are satisfactory to all parties involved.

• Monitor indicators of fraud and mitigate risks to safeguard the Airbnb brand and its community.

• Validate relevant facts and evidence in line with internal policies and procedures.

• Create customized interactions and deliver high-touch support throughout the claims process.

• Educate and guide users regarding AirCover products, terms, and policies.

• Collaborate with stakeholders and third-party claims administrators.

• Maintain regular communication with supervisors and management regarding the status of claims.

• Uphold confidentiality throughout investigations.

• Identify shortcomings in processes and policies, offering feedback to enhance the customer experience.

• Act as a subject matter expert for change initiatives and cross-functional projects.

• Assist in testing, refining, designing, and implementing new products and internal processes.

⛳️ Requirements

• Over 5 years of experience in the fintech sector or in a customer experience-oriented role, including a minimum of 1 year handling insurance claims.

• Strong critical-thinking abilities and demonstrated success in resolving complex customer issues while making consistent, fair claims decisions.

• Exceptional verbal and written communication skills.

• Experience in customer communication through email, messaging, and phone interactions.

• Active listening skills that help identify users’ needs effectively.

• Capability to clearly articulate complex and sensitive issues to customers.

• Strong analytical and organizational abilities, with a talent for working independently in a rapidly changing environment.

• Proficient negotiation skills.

• A solution-focused and results-oriented mindset.

• Ability to remain calm, empathetic, and adaptable in any situation.

• Availability for a regular schedule of 5 days per week (40 hours), including weekends and holidays.

• Experience in leading change initiatives or cross-functional projects.

• Proven experience collaborating with internal stakeholders and third-party administrators.

• Fluency in both French and English, written and spoken.

• The successful candidate must reside in Canada.

• Currently, employees may be based in British Columbia, Ontario, Quebec, Alberta, or Saskatchewan.

🏝️ Benefits

• Eligibility for bonuses.

• Equity eligibility.

• Comprehensive benefits package.

• Employee Travel Credits.

• Remote work arrangement.

• Reasonable accommodations throughout the recruitment process.