Our Client, a Vacation Rentals company, is looking for an Appeals Associate for their Montreal, QC location. Responsibilities: + Handle highly sensitive and confidential cases concurrently, while protecting user data and privacy + Use the Appeals Playbook and workflows to ensure that each appeal is handled in accordance with the underlying policy + Following a request to appeal, conduct a thorough investigation for cases where users or listings were suspended from the platform + Ensure Users and Listings returning to the platform agree to follow Client’s Policies and Terms of Service + Use sound decision quality to determine the best course of action including but not limited to consulting the Community Policy team and other stakeholders in case of ambiguity + Meet performance expectations regularly and manage time efficiently in order to handle multiple workstreams (tickets, queues, initiatives, reports, correspondence, stakeholder management, etc), + Be a subject matter expert of Client policies and procedures, being quickly able to locate and utilize resources in order to determine the decision on an appeal. + Consistently demonstrate effective communication with our community, including teammates, users and stakeholders + Take ownership of all assigned cases, ensuring a complete final resolution is reached Requirements: + Approach each case scenario with an analytical mindset - being able to identify root causes to any issues and proactively work on ways of improvement + 1+ years of experience in customer experience, mediation, social work, psychology, emergency services, or a similar role + Background in advocacy, crisis management, mediation or e-commerce customer service experience, or background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues. + Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner. + You understand the importance of adjusting your communication accordingly, based on your audience. + You are proficient and confident with basic email etiquette and functionality. You’re an active listener, able to clearly communicate complex information in both 1-1 and group settings, with peers and stakeholders. + Excellent time management, negotiation and conflict resolution skills. You take ownership of your work, making sure to follow through timely and completely. You're able to perform at a high level, even during times of uncertainty. You're comfortable handing off / taking on incomplete tasks, when necessary. + Passion for innovation with a ‘work smarter’, solution and action oriented mindset. + Experience working with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner. + Calm and Empathetic - you are able to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations. + Ability to learn and adapt to new technologies and tools. + You learn from both mistakes and accomplishments, and proactively seek out opportunities to improve. + Working with team lead and related teams to develop and enhance internal policies, processes and tools. + Maintaining high levels of confidentiality while performing investigations and handling sensitive information. + You embrace new challenges and quickly learn the additional skills, resources and strategies needed to succeed. + You're a self starter who is comfortable taking on the challenge of unfamiliar tasks, asking for help as needed. + Fluency in additional language is a plus + University Degree and/or 3+ years relevant experience + 2+ years of experience in customer experience, mediation, social work, safety, psychology, emergency services, or a similar role + Background in advocacy, crisis management, mediation or e-commerce customer service experience, or background in fraud and/or online investigations with experience handling personal injury, personal harm, or property damage related issues. + Crisis management + Claims + Customer service oriented + Detail oriented + Suspension + Time management + Multitasking + Educating + Etiquette + Queue management + Correspondence + Risk management + Admin operations + Subject matter expert + Property damage Why Should You Apply? + Health Benefits + Referral Program + Excellent growth and advancement opportunities As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.