Senior Specialist-Trust & Safety
Core
Resolving customer concerns related to safety, claims, and relocations through established processes and service standards.
Role type
Senior Specialist, Customer Resolution (Trust & Safety)
Builds
Customer resolution experiences and case closure
Domain
Hospitality / Travel
Deliverable
client delivery
Required skills
Customer service expertise, empathy, sound judgment, discretion, case management, stakeholder coordination, process adherence
Preferred skills
Reviewing customer interactions for trends, identifying recurring issues, analyzing customer sentiment
Responsibilities
Receive, review, document, and manage customer safety incidents, relocation requests, and claims; Investigate incidents by gathering information and coordinating with hotels and internal stakeholders; Document case activity and resolution outcomes in case management systems; Proactively communicate with customers regarding case status and follow-up actions; Coordinate with hotels, risk management teams, legal partners, and claims administrators; Assess case information and route matters to appropriate stakeholders; Monitor open cases and complete follow-up activities; Review case data and feedback to identify recurring issues and process improvement opportunities