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.

The Community You Will Join

We are looking for talented, experienced  full-time experienced Claims professionals to join our Fraud Resolutions team and help us provide exceptional customer support. 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 2 to 3+ years of applicable fraud management experience preferably in property damage liability and/or catastrophic and fatality; and/or dispute resolution, third party adjuster management e-commerce and conflict resolution.

The Difference You Will Make

The core work of the Fraud Analyst/Investigator is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Damage Protection, Host Liability Insurance, and Experience Liability Insurance and other protection programs supported by the team. 

A Typical Day

Fraud Investigators/Analysts  are broadly accountable for the following activities and responsibilities: 

• Conducting investigations of suspicious claims and activities on the platform.
• Managing complex cases, determining validity and resolutions based on internal policies. 
• Handling the designated inboxes through inbound and outbound tickets/emails, outbound calls and case work. 
• Contacting providers and users to obtain additional documentation and verify information. 
• Liaising with other departments to confirm fraudulent account activities. 
• 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. 
• Escalating identified fraud rings and risk issues as they arise. 
• Crafting clear and concise resolution plans in order to drive fair and accurate outcomes.
• Mastering knowledge of company policies and procedures inside and out, being an expert in claims verification, payment processing, dispute resolution and fraud detection. 
• Identifying risk areas; use available data and internal tools to identify process weakness, trends and fraudulent behavior patterns.
• Performing risk review of Airbnb internal processes and recognizing opportunities to prevent future fraud. 
  • Providing recommendations to improve control measures. 
  • Promoting awareness of fraud prevention across the Claims team and organization.
  • Maintaining high levels of confidentiality while performing investigations. 
  • Utilizing custom and standard software programs and applications as well as manual review to analyze transactional and customer records for fraud

  Secondary Function: Dedicated to project work, supporting senior specialists and leadership on the execution of Change Management and other initiatives. 

  • Supporting the Claims Supervisor in implementing fraud risk projects, strategies and policies. 
  • 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. 
  • Additional duties/tasks as assigned. 

Your Expertise

• Language proficiency in English and a second regional language is a plus. 
• Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence. 
• 2-3 years of experience in assessing complex claims and dispute resolution, Insurance claims) conflict resolution, fraud or risk investigations, and/or crisis management.
• 2+ years of experience in customer service. 
• 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, conflict resolution skills and confidence in making decisions. 
• Ability to work on your own initiative on multiple tasks. 
• Critical thinking and problem solving skills. 
• High attention to details, detailed-oriented when working on complex cases
• 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.
• Bachelor’s Degree or equivalent.

Preferred

• Additional fraud insurance investigation or program management experience are a plus.
• Experience handling complex 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
• Experience in managing/ using insurance related fraud tools is a plus

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.

 Your Location 

This role is based out of Gurgaon and usual shift timings are from 1 pm IST to 10 pm IST with rotational offs. Candidates need to be open to work in 24*7 shifts when required.