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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in evaluating and resolving complex insurance claims while providing exceptional customer support. Proficient in critical thinking, communication, and collaboration with stakeholders to enhance processes and mitigate risks.
Highest-signal resume keywords
Insurance Claims HandlingCritical Thinking SkillsStrong Verbal And Written CommunicationNegotiation SkillsCustomer Experience Expertise
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Claims EvaluationFraud DetectionAnalytical SkillsProcess ImprovementProblem Solving
Soft Skills
Active ListeningEmpathyAdaptabilitySolution-Oriented ApproachCalm Under Pressure
Industry Keywords
FintechCustomer ExperienceAirCover ProductsFirst-Party ClaimsThird-Party Claims
About the role
Key responsibilities & impact- Evaluate, investigate, and resolve claims across AirCover products, including high-value and complex claims
- Detect fraud and mitigate risks associated with bad actors
- Verify facts and evidence to determine claim outcomes while following internal policies and workflows
- Provide personalized, premium support throughout the end-to-end claims process
- Educate users about AirCover products, terms, and policies
- Work with stakeholders and third-party claims administrators on case strategies and timely resolutions
- Communicate claim status and feedback to Supervisors and Managers
- Maintain confidentiality during investigations
- Identify workflow, process, and policy gaps and provide improvement feedback
- Act as a subject matter expert for change initiatives and cross-functional projects
- Assist internal stakeholders with testing, refining, ideating, and deploying internal products and processes
- Help improve customer retention and enable confident hosting and travel on Airbnb
Requirements
What you’ll need- 5+ years in a fintech or customer experience role
- Minimum 1+ years of experience handling insurance claims, preferably including first- and third-party property damage claims
- Critical thinking skills and proven ability to solve challenging customer problems and make claims decisions consistently and fairly while adhering to policy terms and workflows
- Strong verbal and written communication skills
- Experience interacting with customers through email, messaging, and phone
- Active listening skills
- Ability to explain complex and sensitive issues clearly
- Analytical skills and ability to organize and work independently with rapidly changing priorities
- Negotiation skills
- Solution- and outcome-oriented approach, balancing fraud prevention with positive user experience
- Ability to remain calm, empathetic, and adaptable in challenging situations
- Availability for a regular schedule of 5 days per week (40 hours), potentially including weekends and company-wide/public holidays
- Experience with change initiatives and/or cross-functional projects (preferred)
- Experience working with internal stakeholders and third-party administrators to resolve complex claims (preferred)
- Proficiency in English and another language (preferred)
- Must live in an eligible Canadian province: Ontario, British Columbia, Quebec, or Saskatchewan
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits
- Employee Travel Credits
- Remote work eligibility
- Occasional office work or attendance at offsites
- Reasonable accommodations throughout the recruitment process