Offer summary

Qualifications:

Minimum 2 years in an admin support, data reporting or coordinator role., Excellent verbal and written communication skills in English., Strong problem-solving abilities and a proactive mindset., Familiarity with technology and digital systems, with a comfort in handling data and calculations..

Key responsabilities:

Manage and verify guest claims submitted by internal and external parties.

Communicate with guests regarding their claims in a professional manner.

Summarize monthly activities related to claims and report on financial metrics.

Collaborate with cross-functional teams to ensure efficient handling of claims and process improvements.

Job description

This is a remote position.

Schedule:

40 hours per week or 8 hours per day
Monday - Friday
9:00 AM - 6:00 PM Sydney Time
With 1 hour unpaid break in between
Client time zone: Sydney, NSW, Australia

Company/client overview: The client is a leading Australian short-term property management rental company.

As the Claims Coordinator, you will play a pivotal role in ensuring that all guest claims are verified and lodged on time. Your responsibilities extend to managing data reporting for end-of-month reports, contacting the guests via calls or emails, showcasing outstanding problem-solving skills, and monitoring the application of the security fee. By ensuring that the valid claims are lodged properly and communicated effectively, you contribute directly to the profitability of the company as the compensation cost goes down.

Responsibilities

Guest Claims Management

Reviewing the validity of each guest claims submitted by internal and external parties
Contacting the guests via emails or phone calls and communicating the claims in a polite and professional manner
Identifying errors in guest claims and promptly addressing them
Approving the use of security fees when needed
Allocating and reconciling the incoming and outgoing money from guest claims

Refund and Compensation Management

Reviewing guest refunds provided by Airbnb and contacting Airbnb when the refund was invalid
Reviewing the cancellation cost charged by Airbnb and asking for the waiver when possible

Financial Reporting

Summarizing the monthly activities of the claims
Reporting the use of security fee for the month
Reporting the active claims at the end of each month

Collaboration

Work collaboratively with cross-functional teams to ensure that all claims meet the deadline, are handled in the most efficient ways, and receive the favorable outcomes for the company
Share insights and contribute to the continuous improvement of processes.

Requirements

Minimum 2 years in an admin support, data reporting or coordinator role.
Excellent verbal and written communication and a high proficiency in English
You love numbers and data - you’re not scared of formulas and calculations
Strong problem-solving abilities and a proactive mindset
You’re very comfortable with using technology, digital systems and multi-tasking
You’re resilient - stress doesn’t stress you out.
Strong internet connection and fast speed and appropriate working from home space
Additional consideration will be given if you have prior experience in the short-term rental industry, property management and/or housekeeping, demonstrating familiarity with related processes and dynamics.