Description
Airbnb is seeking an AirCover Specialist, Claims Experience to join their team in Japan. The successful candidate will be responsible for providing premium support to users by tailoring the experience and services offered to their specific needs, ensuring that everyone can host and travel with confidence.
The Claims Experience team is responsible for driving operational success across AirCover products, delivering Seamless Execution through the quality and speed of interactions, while focusing on customer retention and community growth.
Responsibilities:
- Evaluate, investigate, and resolve claims submitted across AirCover products, including high-value and complex claims
- Monitor for fraud detection and mitigate risks associated with bad actors
- Verify facts and evidence to determine case resolution outcomes
- Create personalized interactions and exceptional premium support throughout the end-to-end claims process
- Provide continuous education and guidance for users about AirCover products, terms, and policies
- Work closely with stakeholders and third-party claims administrators to align on case strategies
- Communicate regularly with supervisors and managers to provide feedback on claim status
- Identify gaps in workflow, process, or policy and provide upward feedback as required
Requirements:
- 5+ years in a fintech or customer experience role, with 1+ year handling insurance claims
- Critical thinking skills with a proven track record in solving challenging customer problems
- Strong verbal and written communication skills
- Active listening skills to understand user needs
- Analytical skills with the ability to organize and work independently
- Negotiation skills to ensure timely and efficient issue resolution
- Calm and empathetic with the ability to adapt to challenging situations
Preferred experience:
- Experience working on change initiatives and/or cross-functional projects
- Experience working with internal stakeholders and third-party administrators
- Proficiency in English and Japanese language