Property claims representative investigating complex claims and fraud for Intact, a Canadian insurer. Coordinating coverage analysis, settlements, repairs, and claims reporting.
About the role
- Claims Experience Specialist understanding unique customer needs and providing tailored support throughout Airbnb's claims process. Driven by empathy and efficient resolutions to ensure satisfaction.
Responsibilities
- Evaluate, investigate and resolve claims submitted across AirCover products
- Closely monitor for fraud detection and mitigate risks associated with bad actors
- Verify all relevant facts and evidence to determine case resolution outcomes
- Go above and beyond to create personalized interactions and exceptional premium support
- Provide continuous education and guidance for users about Aircover products
- Work closely with stakeholders and third party claims administrators to align on case strategies
- Communicate regularly with Supervisors and Manager to provide feedback on the status of claims
- Maintain high levels of confidentiality whilst conducting investigations
- Identify gaps in workflow, process or policy whilst striving to provide upward feedback
- Act as subject matter expert for change initiatives and/or cross functional projects
- Support the training and mentoring of new hires throughout the onboarding process
Requirements
- 5+ years in a fintech or customer experience role
- 1+ years experience handling insurance claims, preferably including first and third party property damage claims
- Strong proficiency in English (written and spoken); French language skills a plus
- Critical thinking skills with a proven track record in solving challenging customer problems
- Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone
- Active listening skills to understand user needs
- Ability to explain complex and sensitive issues to customers with confidence and clarity
- Analytical skills with the ability to organize and work independently with rapidly changing priorities
- Negotiation skills to ensure customer issues are resolved efficiently
- Solution and outcome-oriented with an ability to balance fraud prevention alongside positive user experience
Benefits
- Bonus
- Equity
- Benefits
- Employee Travel Credits
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