Claims & Refund Lead for Serviced Accommodation (Short Term Rentals)

4 days ago

Taguig, National Capital Region, Philippines Officium Full time

Job Title: Claims and Refunds Lead

Purpose of the Role

  • To oversee and manage all claims and refund processes, ensuring accuracy, efficiency, and exceptional customer experience while maintaining compliance with company policies and financial standards.

Key Responsibilities

  • Claims & Refund Oversight
  • Manage end-to-end claims and refund operations for customers and partners.
  • Ensure timely and accurate processing of claims and refunds according to company policies.
  • Policy Compliance
  • Maintain strict adherence to internal guidelines and regulatory requirements.
  • Review and update claims and refund policies to align with industry best practices.
  • Customer Experience
  • Communicate clearly and professionally with customers regarding claim status and resolutions.
  • Handle escalations with empathy and efficiency to maintain trust and satisfaction.
  • Data Accuracy & Reporting
  • Verify documentation and validate claims before approval.
  • Generate regular reports on claims volume, refund trends, and resolution timelines.
  • Collaboration & Coordination
  • Work closely with Finance, Operations, and Customer Support teams to ensure smooth workflows.
  • Coordinate with external partners when necessary for claim validation.
  • Risk Management
  • Identify potential fraud or discrepancies and implement preventive measures.
  • Escalate high-risk cases to senior management with a detailed analysis.
  • Continuous Improvement
  • Analyse recurring issues and recommend process enhancements.
  • Implement automation tools and digital solutions to improve efficiency.

Qualifications

  • Experience working with OTA platforms (e.g., , Airbnb, Agoda, Expedia) is a strong advantage.
  • Proven experience in claims management, refunds, or financial operations.
  • Strong analytical and problem-solving skills.
  • Excellent communication and negotiation abilities.
  • Familiarity with compliance standards and risk management practices.
  • Tech-savvy and comfortable with digital platforms for tracking and reporting.
  • Open to working in a hybrid setup and comfortable with the flexible UK time zone.

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