Airbnb Claims Experience Specialist 

Singapore, Singapore 

426479466

We are looking for people who have

• 5+ years in a fintech or customer experience role , with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage claims
• Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
• 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 and provide personalized recommendations and assistance
• 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 in a timely and efficient manner
• Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
• Calm and Empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
• A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays

About you

• You are passionate about delivering exceptional and tailored experiences for our customers, anticipating their needs and understanding what great looks like for the user experience
• You are someone who thrives in taking initiative in a fast-moving environment, bringing a growth mindset and bias toward execution.
• You foster strong customer relationships by actively engaging with users and identifying opportunities to enhance the service experience
• You are knowledgeable and experienced in the end to end claims process and take full ownership for reaching a complete final resolution with care and attention
• You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required

Preferred experience

• Experience working on change initiatives and/or cross-functional projects to meet strategic goals.
• Experience working with internal stakeholders and third party administrators to resolve complex claims in a detailed, effective and timely manner
• Proficiency in English and another language

Offices: Singapore, Singapore