Claims Specialist

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.

**Responsibilities**

The core work of Claims Specialist is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Damage Protection, Host Liability Insurance, and Experience Liability Insurance and other protection programs supported by the team.

Claims Specialists (SIU) are broadly accountable for the following activities and responsibilities:

- Conducting investigations of suspicious claims and activities on the platform.
- Managing complex cases, determining validity and resolutions based on internal policies.
- Contacting providers and users to obtain additional documentation and verify information.
- Liaising with other departments to confirm fraudulent account activities. 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.
- Escalating identified fraud rings and risk issues as they arise.
- 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.
- Identifying risk areas; use available data and internal tools to identify process weakness, trends and fraudulent behavior patterns.
- Performing risk review of Airbnb internal processes and recognizing opportunities to prevent future fraud.
- Providing recommendations to improve control measures.
- Promoting awareness of fraud prevention across the Claims team and organization.
- Maintaining high levels of confidentiality while performing investigations.

Secondary Function: dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives.
- Supporting the SIU Supervisor in implementing fraud risk projects, strategies and policies.
- Acting as a process advisor for change initiatives and/or cross-functional projects to meet strategic goals.
- Acting as a mentor and advisor/SME for new hires and partners.
- Work closely with the Product Team as a Subject Matter Expert to test, refine, ideate, and deploy new internal products.
- Attending functional business reviews as required.
- Additional duties/tasks as assigned.

**Qualifications**
- Language proficiency in English and a second regional language is a plus.
- Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
- 2-3 years of experience in assessing complex claims and dispute resolution, Insurance claims) conflict resolution, fraud or risk investigations, and/or crisis management.
- 2+ years of experience in customer service.
- Excellent time management, negotiation, conflict resolution skills and confidence in making decisions.
- Ability to work on your own initiative on multiple tasks.
- Critical thinking and problem solving skills.
- High attention to details, detailed-oriented when working on complex cases
- Passion for innovation with a 'work smarter', solution and action oriented mindset.
- Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
- Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations.
- Ability to learn and adapt to new technologies.
- Working with leadership to develop and enhance internal policies, processes and tools.
- Bachelor's Degree or equivalent.

**Preferred**
- Additional fraud insurance investigation or program management experience are a plus.
- Experience handling complex insurance claims, especially in the field of first party property or liability claims no
- Understanding of 'Third Party Administrators/Adjusters' concepts is a plus
- Media training or brand-risk management
- Experience with Partner or Vendor relationships
- Experience in managing/ using insurance related fraud tools is a plus