AML /KYC escalation

5 days ago

Gurgaon, Haryana, India Teamware Solutions Full time

1. Overview of Team Structure, Function, and Department Support to Airbnb

The hiring is for an expert who will be deployed in the Escalations Team. This team is primarily responsible for:

  • Triaging escalations to the correct team once received.
  • Actioning and resolving high-priority escalations requiring immediate assistance.

The Escalations Team functions as part of the Airbnb Capability Center and supports overall business operations by ensuring swift and accurate handling of escalated cases.

The agent handles customer escalations done to the Executive leadership team such as:

  • block on account,
  • payouts not received,
  • Account Verification not completed.
  • Host not able to update account information

2. Reason for Hiring and Onboarding Timelines

The position has become available due to the resignation of the current deployed agent.

3. Ideal Candidate Background, Skills, and Attributes

The ideal candidate should have experience in escalations management, particularly within compliance, payments, or risk functions.

Top skills and attributes include:

  • Strong understanding of compliance and risk parameters associated with customer and host profiles.
  • Proven experience in customer escalation handling.
  • High attention to detail and analytical ability.
  • Problem-solving, adaptability, and resilience in a fast-paced environment.
  • Excellent communication and interpersonal skills.

4. Work Setup, Shifts, and Travel Requirements

Currently, the role follows a work-from-home setup so can be based pan India however preference will be someone in Gurgaon. Work timings will be from 3 PM to 12 AM IST and working days will be Monday to Friday ( requires flexibility to work 5 days a week including weekend if business need occurs).

No travel is anticipated at this time.

5. Interview Process and Assessment Criteria

There will be a maximum of 2 rounds of interviews:

  • Round 1: Conducted by the Lead.
  • Round 2: Conducted by the Manager.

Assessment Criteria:

Candidates will be evaluated on:

  • Compliance and escalation handling knowledge.
  • Problem-solving and strategic thinking.
  • Communication and stakeholder management skills.
  • Overall adaptability and analytical ability

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