Property Security Specialist

Position

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

Responsibilities

Property Security Specialists are broadly accountable for the following activities and responsibilities:

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

  • 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 reviews as required
  • Attending large loss case reviews as required

Requirements

Qualifications:

  • Location: Portland, OR
  • Language proficiency in English
  • Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
  • 1-3 years of experience in claims and dispute resolution, e­-commerce, 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 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.
  • Bachelor’s Degree or equivalent.
  • Additional insurance investigation or program management experience are a plus.

The Extra mile:

  • Understanding of ‘Third Party Administrators/Adjusters’ concepts is a plus
  • 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) relationship

Benefits:

  • Employee travel coupon
  • Paid time off
  • Health Insurance
  • Life Insurance
  • Pension Plan
  • Food program
  • Maternity and Paternity leave
  • Competitive Salary
  • And more....

 


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