Job Title: -Claims Specialist (Fintech or Customer Experience)
Location: – Open For 100% Remote Job
Duration: – 10+Months Contract(With Possibility of extension)
T4 Only
Pay Rate Range : $20-25 /hr On T4
Job Description
- The Claims Experience team is responsible for providing premium support for our users by tailoring the experience and services we offer to their own specific needs so that everyone can host and travel with confidence. We develop a deep empathy and understanding of each of our customer’s desires, and go above and beyond to create personalized interactions that leave lasting impressions throughout the end-to-end claims process.
- The team drives operational success across each of the Aircover products, delivering Seamless Execution through the quality and speed of our interactions, whilst focusing on customer retention and the continued growth .community.
- Evaluate, investigate and resolve claims submitted across our Aircover products (including but not limited to Host Damage Protection claims) including claims of high value and complexity that require complex investigation and negotiations to reach satisfactory outcomes
- Closely monitor for fraud detection and mitigate risks associated with bad actors to protect the brand and community
- Verify all relevant facts and evidence to determine case resolution outcomes whilst following internal policies and workflows
- Go above and beyond to create personalized interactions and exceptional premium support throughout the end-to-end claims process, tailoring the experience offered whilst ensuring each user’s needs and preferences are met with the highest level of care and attention
- Provide continuous education and guidance for users about our Aircover products, terms and policies to enable the seamless resolution of their requests
- Work closely with stakeholders and third party claims administrators to align on case strategies and ensure a timely resolution is reached for our users
- Communicate regularly with Supervisors and Manager to provide feedback on the status of claims
- Maintain high levels of confidentiality whilst conducting investigations
- Identify gaps in workflow, process or policy whilst striving to provide upward feedback as required to further improve the experience for our customers
- Support existing team members by sharing best practices in order to help improve overall performance of the team
- 3+ years in a fintech or customer experience role , with a minimum of 1+ years experience handling insurance claims, preferably including first and third party property damage or travel insurance claims
- Critical thinking skills with a proven track record in solving challenging customer problems and making claims decisions with consistency and fairness whilst adhering to policy terms and workflows
- Strong verbal and written communication skills with experience interacting with customers through multiple channels including email, messaging and phone
- Active listening skills to understand user needs and provide personalized recommendations and assistance
- Ability to explain complex and sensitive issues to customers with confidence and clarity
- Analytical skills with the ability to organize and work independently with rapidly changing priorities
- Negotiation skills to ensure customer issues are resolved in a timely and efficient manner
- Solution and outcome-oriented with an ability to balance fraud prevention alongside a positive user experience
- Calm and Empathetic with ability to adapt to any situation by personalizing responses and educating our community whilst remaining level headed in challenging situations
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