Claims Specialist


India Remote only

Full time

Customer Service


Oct 11

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.

About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a

trusted community marketplace for people to list, discover, and book unique travel experiences

around the world. Whether an apartment for a night, a castle for a week or a villa for a month,

Airbnb allows people to Belong Anywhere through unique travel experiences at any price point,

in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity,

and creativity through our product, brand, and, most importantly, our people.

About Airbnb Capability Center: ACC, an Airbnb Company, is a newly set up global capability

centre. Set up in 2017 in Gurgaon, ACC was established to service the global Airbnb community.

We are a fast-growing, up-and-coming office and home to the most hospitable people you will

ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make

the impossible happen for our inbound and outbound travellers within this big and diverse

market. ACC is providing varied services under Community Support thereby providing

world-class customer experience to our customers. Besides this, ACC is also building deep

capabilities for different verticals like Homes, Finance Technology Group, Finance Shared

Services, Analytics, etc.

The Challenge:

We are looking for talented, experienced and multilingual full-time Claims professionals to join

our Claims team and help us to provide exceptional customer support in Portland. The right

candidate will be a dispute resolution oriented person, who treats clients fairly and equitably,

but also makes sure claims are legitimate and reasonable. They must have a passion for

innovation and have 1 to 3+ years of applicable experience, preferably in claims administration;

and/or dispute resolution in a high-paced customer support environment. The core work of

Claims specialists is to provide excellent community support for hosts and guests seeking

assistance from Airbnb Host Guarantee, Host Protection Insurance Experience Protection



What you’ll do:

● Investigate and resolve customer claims via a multichannel customer support


● Mastering knowledge of company policies and procedures inside and out, being an

expert in issue identification, claims verification, payment processing, dispute resolution

and fraud detection.

● Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.

● Analyze and navigate complex and unfamiliar claim scenarios and accurately

communicate resolutions to the customer.

● 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.

● Effectively collaborate with and monitor third party claims administrators.

● Maintaining high levels of confidentiality while performing investigations.

● 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

What you need to succeed:

● A minimum of 4 years of overall experience with 1-3 years of experience in claims and

dispute resolution, Insurance claims, conflict resolution, fraud or risk investigations,

and/or crisis management.

● 2+ years of experience in customer service preferred.

● Bachelor’s Degree or equivalent.

● Language proficiency in English

● Be an advocate of high quality standards, innovation, resolution conflict and customer

experience excellence.

● Excellent interpersonal and communication skills, both written (email) and spoken

(phone), to help our community in a tactful and diplomatic manner.

● Excellent time management, negotiation and conflict resolution skills.

● 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.

● Additional insurance investigation or program management experience are a plus.

● Experience handling insurance claims, especially in the field of first party property or

liability claims

● Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus

● Media training or brand-risk management

● Experience with Partner or Vendor relationships

● Should be comfortable with 24*7 shifts.

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