Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 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.

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.   

Your Expertise

• You are detail-oriented and able to understand the bigger picture by using your technical expertise and problem-solving abilities to identify and manage blocking issues
• You are a strong communicator and can effectively present findings, collaborate with cross-functional teams, and deliver comprehensive reports to senior management, providing valuable insights to drive process improvements.
• You have the ability to work in a global, fluid environment while possessing an intense focus to execute at a high quality to completion

You can apply Critical Thinking to new and complex claims and adapt learned knowledge to anticipate the needs of future claims.

The Difference You Will make

As a Complex Claims Specialist in the Complex Claims,  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 Complex and Large Loss claims.

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

You will work closely with cross-functional teams to manage emerging risks / threats while enabling business growth in various markets. Philosophy will be to identify intelligence / risk gaps and work with other internal risk management teams (such as Trust team, and Safety team), third party adjusters, our partners, Platform Product Management, Global Crisis Management, Community support, Policy, Privacy Legal teams to strengthen Airbnb’s platform.

 You will serve as a thought leader with stakeholders such as Trust, Legal, Privacy, Safety, Product Management, Policy, and understand how the policy/product roadmap impacts risk mitigation of emerging threats.

A Typical Day

• Understanding and managing how the policy/product roadmap impacts risk and exposure mitigation. 
• Responsible for engaging in  the Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market.  Ensure we are managing insurers expectations and staying ahead of any potential coverage/relationship issues as well as material reserve changes that could impact our forecasts. 
• Craft a Resolution Plan for Complex and Large Loss Claims driving the Carrier and/or TPA to resolve the claim while meeting the needs of internal stakeholders.
• Coordinating on Complex and Large Loss claims with Legal, GCM, Trust and our Brokers, Insurers, and TPA’s  on complex cases which may also involve coverage issues/authorization. 
• Accountable for performance and results Insurance Carrier and Partners in multiple locations worldwide over Complex Claims which may impact policy limits or trigger need of notice to Brokers and Carriers under the insuring policies.
• Work closely with cross-functional teams to manage the Risk and Exposure on Complex and Large Loss Claims. 
• 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.

Your Expertise

• Analytical: Possess excellent analytical and problem-solving skills, allowing you to navigate Complex and Large Loss claims identifying the Risk and Exposure to Airbnb.
• Strong knowledge complex complex resolution: Understand techniques, investigative methodologies, and legal aspects related to complex, severe claims resolution
• Strong communication: Strong verbal and written communication skills, with the ability to explain complex topics to diverse audiences. Skilled in presenting complex and sensitive customer issues, with the ability to analyze large data sets and draw reasonable conclusions.
• 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.

Preferred experience

• Graduate
• Minimum of 4 years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property
• Deep technical claim, legal, and risk knowledge.
• Strong Insurance Policy and Regulatory experience.
• Ability to be on call and/or work weekends and evenings.
• Ability to work cross-functionally with leaders on Community Support, Platform Product, Finance, Legal and Data Science
• Demonstrated ability to identify and resolve issues through effective problem solving skills.
• Proven ability to negotiate skilfully in difficult situations with both internal and external groups.

Applicants should be open to 24*7 rotational shifts. Weekend can be any day between Friday to Monday.