Spécialiste AirCover, Expérience client en réclamations
Core
Resolve complex AirCover claims (including host damage protection) for Airbnb hosts and guests, ensuring high-quality, empathetic customer experiences throughout the claims process.
Role type
Senior Claims Specialist (Customer Experience)
Builds
AirCover products and services for Airbnb hosts and guests
Domain
Travel technology / Insurance claims
Deliverable
client delivery
Required skills
Complex problem solving, Negotiation, Fraud detection, Analytical thinking, Active listening, Cross-functional collaboration, Policy interpretation, High-pressure decision making, Process improvement, Change management
Preferred skills
Fintech background, Experience with physical damage claims, Multilingual capabilities
Technologies
None explicitly stated
Responsibilities
Evaluate and resolve complex AirCover claims involving host damage protection and high-value cases; Monitor fraud indicators and mitigate risks; Verify facts and evidence to determine claim outcomes; Provide personalized, high-touch support throughout the claims lifecycle; Guide users on AirCover policies and conditions; Collaborate with internal stakeholders and third-party administrators on claim strategies; Identify process gaps and recommend improvements; Act as an expert for cross-functional initiatives and product optimization projects.
Seniority
Senior, hands-on IC