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Liability Claims Specialist

Gurugram, India
Role overview Application

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

The Community You Will Join:

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.

The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of Airbnb. We have a huge responsibility to our community of Hosts and guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.

The Difference You Will Make:

As a Liability Claims Specialist ,  you will play a vital role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and managing  the risk and mitigation strategies in resolution of liability claims.

You'll work with internal and external partners to influence prioritization, drive accountability, and deliver improvements.  

A Typical Day:

  • Work closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
  • Ensure we stay ahead of any potential coverage/relationship issues as well as material reserve changes that could impact our forecasts. 
  • Craft a Resolution Plan for HLI claims driving the Carrier and/or TPA to resolve the claim while meeting the needs of internal stakeholders.
  • Communicate regularly with Supervisors and Manager to provide feedback on the status of claims 
  • Maintain high levels of confidentiality on claims
  • Identify gaps in workflow, process or policy whilst striving to provide upward feedback as required to further improve the experience for our customers
  • Act as subject matter expert for change initiatives and/or cross functional projects taking place across the Aircover Scaled Ops and Optimization org
  • Collaborate with internal departments, such as other Aircover Ops teams, legal, Trust, CS safety to share claim  insights, improve claim handling by our Carriers and TPA’s while developing a Resolution Plan to bring a claim to the correct conclusion.
  • Ensure compliance with company policies, procedures, and legal requirements related to claims handling,
  • Understand and manage how the policy/product roadmap impacts risk and exposure mitigation. 

Your Expertise:

  • Graduate
  • Minimum of 3 years of Insurance Claims Coverage and Litigation experience with an emphasis on liability, property and casualty.
  • Deep technical claim, legal, and risk knowledge.
  • Ability to be on call and/or work weekends and evenings.
  • Demonstrated ability to identify and resolve issues through effective problem solving skills.
  • Proven ability to negotiate skillfully in difficult situations with both internal and external groups.
  • Analytical: Possess excellent analytical and problem-solving skills, allowing you to navigate claims identifying the Risk and Exposure to Airbnb.
  • Strong knowledge of  claims resolution: Understand techniques, investigative methodologies, and legal aspects related to liability claims resolution
  • Strong communication: Strong verbal and written communication skills.
  • Influence Airbnb cross-functional teams globally: Proven ability to collaborate effectively across disciplines, regions, and seniority levels. Strong negotiating skills and experience in communicating recommendations to both internal and external stakeholders.

We are looking for people who have

  • 3+ years in a  customer experience role, with a minimum of 3+ 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 by ensuring a deep understanding of our terms, policies and workflows..
  • Strong verbal and written communication skills (including email, messaging and outbound phone calls) with the 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 customer 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. 
  • Typical working hours- 3 pm IST - 3 am IST shift window

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.