AirCover Specialist, Claims Experience

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

📋 Description

• Assess, investigate, and resolve claims related to AirCover products, including intricate and high-value Host Damage Protection claims.

• Identify fraudulent activities and reduce risks associated with malicious actors.

• Verify facts and evidence to establish case resolution outcomes while adhering to internal policies and procedures.

• Deliver personalized, exceptional premium support throughout the complete claims process.

• Inform users about AirCover products, terms, and policies.

• Work collaboratively with stakeholders and third-party claims administrators on case strategies and prompt resolutions.

• Maintain regular communication with Supervisors and Managers regarding claim statuses.

• Ensure confidentiality during investigative processes.

• Recognize gaps in workflow, processes, and policies and provide constructive feedback.

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

• Assist internal stakeholders in testing, refining, brainstorming, and implementing internal products and processes.

• Contribute to the training and mentoring of new team members.

• Share best practices and offer technical expertise on case consultations, approvals, and escalations.

• Support efforts to enhance customer retention and build confidence in hosting and traveling on Airbnb.

⛳️ Requirements

• Over 5 years of experience in a fintech or customer experience role.

• At least 1 year of experience managing insurance claims, ideally encompassing both first- and third-party property damage claims.

• Strong critical thinking abilities and a proven history of resolving complex customer issues and making consistent, fair claims decisions in alignment with policy terms and workflows.

• Excellent verbal and written communication skills.

• Experience communicating with customers via email, messaging, and phone.

• Proficient active listening skills.

• Capability to articulate complex and sensitive issues with confidence and clarity.

• Strong analytical abilities and the capacity to organize and work independently amid rapidly changing priorities.

• Proficient negotiation skills.

• Solution- and outcome-focused mindset, balancing fraud prevention with a positive user experience.

• Ability to stay calm, empathetic, and adaptable in challenging situations.

• Regular work schedule of 5 days a week (40 hours), which may include weekends and public holidays.

• Proficient in both English and Japanese languages.

🏝️ Benefits

• Remote workplace environment.

• Reasonable accommodations during the recruitment process for applicants with disabilities.