Claims Specialist

1 week ago

Singapore Airbnb Full time

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

We are looking for talented, experienced and bilingual full-time Property Security (Claims)/Liability case handling professionals to join our Claims team and help us provide exceptional customer support to our community.

**Responsibilities**:
**Primary Function**: The core work of Claims specialists is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Damage Protection, Host Liability Insurance and Experience Liability Insurance.
- 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 internal stakeholders to align on case strategy and effectively collaborate with and monitor third party claims administrators.
- Maintaining high levels of confidentiality while performing investigations.
- Achieving set metrics and KPI in relation to ticket work and quality

**Secondary Function**: Dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives.
- Acting as a content advisor, and supports function on the execution of Change Management initiatives.
- Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
- Acting as a mentor and advisor/Subject Matter Expert for new hires and partners - (idea is they identify gaps in work Flow, process and escalate areas for improvement).

**Qualifications**:

- Location: Singapore
- Language skills: Fluent English and Chinese, both verbal and written
- 1-3 years of experience in Hospitality industry or e-commerce customer service. Experience in Insurance Claims (ideally damage, liability, and fatalities) and other insurance investigation or program management experience are a plus
- Bachelor's Degree or equivalent
- Must be available for a regular schedule of 5 days work week (40 hours), mutually agreed with your Lead, able to work on weekends and public holidays
- Excellent time management, negotiation and conflict resolution skills
- Passion for innovation with a 'work smarter', solution and action oriented mindset
- Ability to learn and adapt to new technologies

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