Fraud Investigator

The Community You Will Join:

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.

• You are dedicated to fostering a culture of fraud prevention throughout the organization and raising awareness among the Aircover organization
• You are a highly motivated professional with a strong passion for combating fraud and protecting the interests of individuals and organizations. 
• You are technically strong and your background encompasses a range of fraud prevention strategies, investigative methodologies, and industry best practices. 
• You are adept at utilizing data analytics tools and techniques to uncover patterns, trends, and anomalies that signify fraudulent activities.
• You are a strong communicator and can effectively present findings, collaborate with cross-functional teams, while providing valuable insights to drive process improvements.

The Difference You Will Make:

You will play a vital leadership role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and mitigating instances of fraudulent Aircover claims. The core work of the SIU Ambassador is to provide excellent community support for hosts and guests seeking assistance from Airbnb Host Guarantee, Host Protection Insurance.  This will be accomplished by conducting investigations on suspicious claims and activities on the platform.  You will foster trust within our community by making sure bad actors and fraudulent activities are thoroughly investigated to the correct conclusion.  

A Typical Day:

• Conduct investigations of suspicious claims and activities on the platform.
• Managing 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. 
• Promoting awareness of fraud prevention across the Claims team and organization.

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 commu nity 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. 
• 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 
• Experience with Partner or Vendor relationships

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.