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
Service recovery experiences that protect customers and the organization
Domain
Hospitality / Customer Service
Deliverable
client delivery
Required skills
case management, incident investigation, stakeholder coordination, communication, documentation, process adherence, trend analysis
Responsibilities
Receive, review, document, and manage customer safety incidents, relocation requests, and claims; Investigate customer safety incidents and claims by gathering information and coordinating with hotels and internal stakeholders; Document case activity, customer communications, and resolution outcomes within case management systems; Proactively communicate with customers regarding case status, information requests, resolution activities, and follow-up actions; Coordinate with hotels, risk management teams, legal partners, claims administrators, and other stakeholders to support case resolution activities; Assess case information and route matters to appropriate stakeholders in accordance with established escalation procedures; Monitor open cases and complete follow-up activities required to support investigation, claims handling, relocation coordination, and case resolution; Review case data and customer feedback to identify recurring issues, trends, and opportunities for process improvement.