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Complex Claims Manager

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Airbnb

2mo ago

  • Job
    Full-time
    Expert Level
  • Government & Politics
    Legal
  • United States
    Remote

AI generated summary

  • You have 10+ years in insurance claims, strong analytical skills, communication proficiency, and experience in complex claims resolution. Deep knowledge of policies, legal aspects, and global regulations is essential.
  • You will manage complex claims, engage with insurers, craft resolution plans, mentor teams, ensure compliance, and collaborate across departments to mitigate risk and enhance claims handling.

Requirements

  • 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.
  • Judgement
  • Proactively work towards achieving a fair and suitable resolution for claims in a timely manner by employing effective conflict resolution strategies.
  • Evaluate and interpret policy language and relevant case law alongside specific loss details to make informed coverage decisions.
  • Coordinate loss investigations with external experts across various exposures and manage the adjustment process until final resolution.
  • Determine liability swiftly and judiciously based on available information, showcasing effective critical and strategic thinking along with sound decision-making.
  • Be an advocate of high quality standards, innovation, resolution conflict and customer experience excellence.
  • High attention to details, detailed-oriented when working on complex cases
  • Experience working with internal stakeholders and/or third party providers to resolve complex disputes in a detailed, effective and timely manner.
  • 10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property
  • Strong Insurance Policy experience.
  • Mentor to others by simplifying complex information which includes claims knowledge, data analysis, business information, and process obstacles.
  • Builds partnerships and is responsible for engaging in the Large Loss Claim reviews with our insurers on a monthly / quarterly basis depending upon the insurer/market. Ability to be on call and/or work weekends and evenings.
  • Demonstrated ability to identify and resolve issues through effective problem solving skills.
  • Proven ability to negotiate skillfully in difficult situations with both internal and external groups.
  • Preferred Experience
  • BA/BS degree in business or technical field preferred.
  • Deep technical claim, legal, and risk knowledge.
  • Knowledge and understanding of Casualty and Property Insurance Policies and Claims
  • Knowledge and understanding of Legal and Claims complexities in North America, LATAM, and EMEA
  • Strong 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
  • Understanding of Captive Insurance
  • Understanding of FINC claims

Responsibilities

  • Management, Policy, and understanding how the policy/product roadmap impacts risk and exposure mitigation.
  • Builds partnerships and is 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 claim handling and potential coverage/relationship issues as well as material reserve changes that could impact Airbnb and the Captive.
  • 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.
  • Partner with Legal, GCM, Trust and our Brokers, Insurers, Outside Counsel, and TPA’s on complex claims resolution which may also involve coverage issues and settlement authority.
  • Accountable for performance and results Insurance Carrier and Partners worldwide over Complex Claims which may impact policy limits or trigger need of notice to Brokers and Carriers under the insuring policies.
  • Mentorship of L6 and L7 Host Damage Protection and Host Liability Protection Specialist on claims. Works to upskill L6 and L7 partners for growth and development. Supports the team by guiding through complex claims and changes.
  • Management of claims which impact Airbnb Financials and the Captive.
  • 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.
  • Mentor to others by simplifying complex information which includes claims knowledge, data analysis, business information, and process obstacles.

FAQs

What is the main role of a Complex Claims Manager at Airbnb?

The main role of a Complex Claims Manager is to safeguard the integrity of the AirCover platform by effectively identifying, investigating, and managing risk and mitigation strategies in the resolution of Complex and Large Loss claims.

What kind of experience is required for this position?

The position requires 10+ years of Insurance Claims Coverage and Litigation experience, with an emphasis on liability and property.

What kinds of partnerships will I be responsible for managing?

You will manage partnerships with internal teams such as Trust, Legal, and Safety, as well as external partners including insurers, brokers, and third-party adjusters.

Are there opportunities for mentorship in this role?

Yes, as a Complex Claims Manager, you will mentor L6 and L7 Host Damage Protection and Host Liability Protection Specialists to help them grow and develop their skills.

What is the expected work schedule for this role?

The role may require working evenings and weekends as needed, and there is an expectation of being on call.

Will I be involved in any reporting activities?

Yes, you will be responsible for reporting during Monthly, Quarterly, and Annual Business Reviews for your area.

Is this position eligible for remote work?

Yes, this position is US - Remote Eligible, but you must reside in a state where Airbnb, Inc. has a registered entity.

What qualifications are preferred for applicants?

Preferred qualifications include a BA/BS degree in a business or technical field, deep technical claim and legal knowledge, understanding of casualty and property insurance policies, and regulatory experience.

Will I need to collaborate with other teams?

Yes, collaboration with cross-functional teams such as Community Support, Platform Product, Finance, Legal, and Data Science is required to manage risks and exposure related to complex claims.

How does Airbnb support diversity and inclusion in hiring?

Airbnb is committed to working with the broadest talent pool possible, fostering innovation and engagement by encouraging diverse ideas, and is committed to a disability-inclusive application and interview process.

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Airbnb

Airbnb is a community based on connection and belonging.

Travel & Leisure
Industry
5001-10,000
Employees
2007
Founded Year

Mission & Purpose

Airbnb is an online platform that connects travellers with unique lodging options and experiences offered by hosts worldwide. The company allows hosts to rent out their properties, whether it's a spare room, an entire house, or even an unusual accommodation like a treehouse or boat, to travellers seeking a more personalised and local experience. Airbnb's ultimate mission is to create a world where anyone can belong anywhere, fostering a sense of belonging and cultural exchange among travellers and hosts. Their purpose is to enable people to explore new places, immerse themselves in different cultures, and build connections with local communities while offering hosts an opportunity to share their spaces and stories. By facilitating peer-to-peer hospitality, Airbnb aims to make travel more accessible, authentic, and enriching for people from all walks of life, while contributing to economic opportunities and sustainable tourism in various destinations.

Benefits

  • Comprehensive health plans

  • Paid volunteer time

  • Healthy food and snacks

  • Generous parental and family leave

  • Learning and development

  • Annual travel and experiences credit