Senior Complex Claims Manager Job at Airbnb

Job Description

As a Senior Complex Claims Manager, you will play a vital role in safeguarding the integrity of our Aircover platform by effectively identifying, investigating, and managing the risk and mitigation strategies in resolution of Complex and Large Loss claims.

Job Responsibility

Assess how the new policies /products impact the risk and exposure mitigation for high severity claims, and how our operating model should evolve
Builds partnerships and leads 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
Build an executive ready dashboard for the Complex Claims team (Top drivers, cycle time, reserve adequacy)
Develop and execute end to end strategies for handling Complex Claims integrating with Legal Litigation, Safety and Trust teams
Author clear process, policy changes and ensure clear change management across the team
Training and SME for L6, L7, and L8 Host Damage Protection and Host Liability Protection Specialist on claims. Works to upskill partners for growth and development. Supports the team by guiding through complex claims and changes
Complex Claim Lead for training and upskilling of AirCover Specialists on new processes, program changes, and workflows
Subject Matter Expert in Airbnb’s Insurance Programs for Legal, GCM, Trust, and other internal departments
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
Identify and solve upstream risks that impact Airbnb’s financial governance and Captive Insurance program
Work independently with minimal guidance

Requirements

10+ years of Insurance Claims Coverage and Litigation experience with an emphasis on liability and property, including severe losses and strong global exposure
Demonstrated portfolio-level leadership: setting strategy, vision, defining KPIs for immediate team
Strong data acumen: Analytical fluency working with large data sets, comfortable defining metrics and working with Analytics and Data Science
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, communication 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
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

What we offer

bonus
equity
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Employee Travel Credits

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Senior Complex Claims Manager

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