Description
We are seeking a Claims Experience Specialist to join our team in Japan. As a Claims Experience Specialist, you will be responsible for providing premium support to our users by tailoring the experience and services we offer to their specific needs.
The Claims Experience team is responsible for providing premium support for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence.
Key responsibilities include:
- Evaluating, investigating and resolving claims submitted across our Aircover products (including but not limited to Host Damage Protection claims)
- Closely monitoring for fraud detection and mitigating risks associated with bad actors to protect the Airbnb brand and community
- Verifying all relevant facts and evidence to determine case resolution outcomes whilst following internal policies and workflows
- Providing continuous education and guidance for users about our Aircover products, terms and policies to enable the seamless resolution of their requests
- Working closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
We are looking for someone who has 5+ years in a fintech or customer experience role, with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage claims.
Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone
Active listening skills to understand user needs and provide personalized recommendations and assistance
Ability to explain complex and sensitive issues to customers with confidence and clarity
Analytical skills with the ability to organize and work independently with rapidly changing priorities
Negotiation skills to ensure customer issues are resolved in a timely and efficient manner
Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
Calm and Empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays
Proficiency in English and Japanese