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US Tech Solutions, Inc.
Claims Experience Specialist #26-17162US Tech Solutions, Inc. • Montreal, QC
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Claims Experience Specialist #26-17162

Claims Experience Specialist #26-17162

US Tech Solutions, Inc. • Montreal, QC
5 hours ago
Job type
  • Full-time
Job description
Description:
The AirCover team is charged with ideating, building, launching, and managing the AirCover business inside of company. We have a huge responsibility to our community of Hosts and Guests to be there when things don’t go exactly as planned with their reservations. We have a lot of work to do in the coming years and we are looking for someone who will help us manage all of the things that need to be done to deliver best-in-class services to our community.
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 of our client community.

Responsibilities:
  • 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 client 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

Skills:
  • 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
  • A regular work schedule of 5 days per week (40 hours), mutually agreed with your Supervisor, which may include weekend days and company wide / public holidays

Qualifications:
  • You are passionate about delivering exceptional and tailored experiences for our customers, anticipating their needs and understanding what great looks like for the user experience
  • You are someone who thrives in taking initiative in a fast-moving environment, bringing a growth mindset and bias toward execution.
  • You foster strong customer relationships by actively engaging with users and identifying opportunities to enhance the service experience
  • You are knowledgeable and experienced in the end to end claims process and take full ownership for reaching a complete final resolution with care and attention
  • You identify gaps in workflow, process or policy whilst striving to provide upward feedback as required
  • You will be responsible for understanding the unique needs of our customers and go above and beyond to create personalized interactions that leave a lasting impression throughout the end-to-end claims process.
  • You will treat customers with consistency, fairness and empathy so that they feel heard and understood, and will tailor the support provided to their specific needs to resolve issues efficiently and to a high level of mutual satisfaction.
  • By enhancing the customer experience from end to end you will help drive retention rates and ensure that everyone can travel and host on client with confidence.

About US Tech Solutions:
US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

AI Statement: By applying, you acknowledge that AI-assisted tools may be used during hiring.
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Claims Experience Specialist #26-17162 • Montreal, QC

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