Payment Compliance Analyst

Work Timings: 3 PM to 12 AM IST, Monday to Friday (flexibility required for weekends if business needs arise)

Job Overview:

The Escalations Specialist will be deployed in the Airbnb Escalations Team to manage high-priority customer and host escalations. This role ensures swift and accurate handling of critical cases affecting account access, payouts, verification, and account updates, supporting overall business operations and customer satisfaction.

Key Responsibilities:

• Triaging escalations to the appropriate team for resolution.
• Actioning and resolving high-priority escalations requiring immediate attention.
• Handling escalations directed to the Executive Leadership Team, including:
• Account blocks
• Payouts not received
• Account verification issues
• Host unable to update account information
• Ensuring adherence to compliance and risk parameters when managing escalations.
• Providing detailed, accurate, and timely resolution updates.
• Collaborating with cross-functional teams to drive resolution and prevent recurring escalations.

Ideal Candidate Background, Skills, and Attributes:

• Experience in escalations management, preferably within compliance, payments, or risk functions.
• Strong understanding of compliance and risk considerations related to customer and host profiles.
• Proven experience in customer escalation handling.
• High attention to detail and strong analytical ability.
• Excellent problem-solving skills, adaptability, and resilience in a fast-paced environment.
• Strong communication and interpersonal skills.

Additional Information:

• Contract extension or conversion to a Full-Time Employee (FTE) will be considered based on business needs and policy at the end of the contract.
• Work-from-home setup with no travel anticipated.