Sr. Aircover Specialist

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

The core work of Aircover Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance.The AirCover team is responsible for providing Community Delight to our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We will develop a deep empathy and understanding of each of our customer’s desires, and will go above and beyond to ensure we create personalized interactions that leave lasting impressions throughout the end-to-end claims process.

The Difference You Will Make:

You will be a part of the team to drive operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth of our Airbnb community.

You will think critically to evaluate our policies and procedures and work to identify opportunities to improve performance and better optimize the experience for our customers.

A Typical Day:

The core work of Claims Specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance, Experience Protection insurance. Property Security specialists are broadly accountable for the following activities and responsibilities:

Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.

Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.

Working closely with stakeholders to align on case strategy.

Compiling incident reports at the direction of leadership.

Providing upward feedback, regarding the status of claims, communicating regularly with supervisors and managers.

Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.

Effectively collaborate with and monitor third party claims administrators.

Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection.

Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads. This process will require excellent negotiation skills and might involve stakeholder relationships and research.