German Claims Specialist

  • Airbnb
  • Dublin, Ireland
  • Sep 13, 2019

Job Description

We are looking for a multilingual (German & English) full-time Claims professional to join our Property Security team and help us provide an exceptional customer support in Dublin. The right candidate will be a resolution oriented person, who treats clients fairly and equitably, but also makes sure claims are legitimate and reasonable. They must have experience, preferably in property damage liability and/or catastrophic and fatality; and/or dispute resolution, third party adjuster management e­commerce and conflict resolution.  

Primary Function:  

  • The core work of Property security specialists is to provide excellent community support for host and guests seeking assistance from Airbnb Host Guarantee,  Host Protection Insurance Experience Protection insurance.
  • Handle the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work.
  • Initiating, investigating and resolving cases involving complex damages, liability claims, potential fraud, or brand risk, verifying facts, and determining resolutions based on internal policies.
  • 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.
  • 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.
  • Determining compensation and validity of the claims, identifying possible claim risks and/or liaising with other departments to de-escalate active threads.  This process will require excellent negotiation skills and might involve stakeholder relationships and research.
  • Maintaining high levels of confidentiality while performing investigations.

Secondary Function:

  • Acting as a content advisor, and supports function on the execution of Change Management initiatives.  
  • Acting as a process advisor for impact initiatives and/or cross-functional projects to meet strategic goals.
  • Acting as a mentor and advisor/SME for new hires and partners - (Idea is they identify gaps in WF, process and escalate for improvement)
  • Attending functional business/large loss case reviews as required.

Requirements

  • Fluent in English & German
  • 1-3 years of experience in claims and dispute resolution, e­commerce, conflict resolution, fraud or risk investigations, and/or crisis management.
  • Excellent time management, negotiation and conflict resolution skills.
  • 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.
  • Working with leadership to develop and enhance internal policies, processes and tools.
  • Additional insurance investigation or program management experience are a plus.
  • Some understanding of;
  • Third Party Administrators/Adjusters concepts.
  • Vendor Management, Program management and/or project management experience/studies.
  • Outsource management.
  • SQL;  Data analysis.
  • Media training or brand-risk management.
  • Experience with Partner (Vendor) relationships.
Apply now