Claims Specialist (French)

Where: Dublin (Ireland)

Extent of Work: Full Time

Click here to apply in English

Click here to see other job offers in French

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:

  • 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/large loss case reviews as required.


  • Fluent English and one of the following – french, spanish, italian, german, portuguese.
  • 1-3 years of experience in claims and dispute resolution, e­commerce, conflict resolution, fraud or risk investigations, and/or crisis management.
  • Excellent time management, negotiation and conflict resolution skills.
  • 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.
  • Working with leadership to develop and enhance internal policies, processes and tools.
  • Additional insurance investigation or program management experience are a plus.
  • Some understanding of;
  • Third Party Administrators/Adjusters concepts.
  • 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) relationships.

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