View my profile

Customer Experience EU Claims Specialist - German

Spain - Madrid


Job Description

Are you looking for a new challenge in a fast-paced environment that offers the agility of a start-up but with the resources of a multinational?

Would you like to work with a product that allows you to impact the lives of millions of people in a meaningful way and help them enjoy time away with their friends and families building memories?

That is what we do here at Vrbo, part of the Expedia Group.

Our mission is to make every holiday rental in the world available to every traveller in the world through our online marketplace.

We're committed to helping families and friends find the perfect holiday rental to create unforgettable travel experiences together.

To successfully support the company’s growth in Europe, Vrbo is seeking a talented EU Claims Specialist. Reporting to Trust & Safety Manager and closely working with operational teams across Europe, the role is to manage the day-to-day operations related to our insurance products and reimbursement claims. This is a permanent position based in Madrid.

What You'll Do:

  • You will service as the main point of contact for our Insurance Partner
  • Produce reimbursement files and review reimbursement claims to detect any inaccurate, inconsistent or incomplete elements or missing documents
  • Reply to emails and other customer’s inquiries related to reimbursement claims
  • Handle customer’s escalations
  • Operationally coordinate and administrate file, validation of cases and their reimbursement with the Trust & safety Team, Trust & Safety management and Finance.
  • Coordinate amendments and update our T&C for our insurance products in collaboration with our Legal team

Your objectives :

  • Be knowledgeable on our insurance products
  • Handle clients inquiries within the deadlines set
  • Monitor Claims Pay Out
  • Daily monitor of requests, ongoing cases

Who You Are:

  • You possess strong verbal and written communication skills
  • You speak both German and English fluently
  • You have expertise in conflict management and familiar with insurance claims
  • You have a keen eye for detail
  • You strive as part of a team and are comfortable working in a matrix organization

What do we have to offer?

  • Competitive health and insurance benefits
  • Competitive salary
  • Annual target bonus or commission
  • Paid vacation and sick time
  • Free snacks and beverages
  • Frequent company update talks with our leadership team
  • Free listing on
  • Electronic, adjustable stand-up desk
  • Casual dress

Why Join Us:

Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them to tools to do so.

Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.

Our family of travel brands includes: Brand Expedia®,®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®,®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions,™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.

About Vrbo:

Vrbo, a world leader in the vacation rental industry, is the place to book beach houses, cabins, and condos with more than two million places to stay in 190 countries. The site makes it easy to find and book the perfect vacation rental for any getaway, often for less than the cost of traditional hotel accommodations. Vrbo is part of the Expedia Group family of brands.

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.


Job Category
Information Technology Group

Job Function
Security Operations

Spain - Madrid

Job Type
Full-Time Regular

Go to top