Central Operations Specialist (Risk and Resolution) at Rove – Manila

This role is fully remote.
REPORTS TO: Central Operations Management
ROLE OVERVIEW:We’re looking for a detail-oriented Central Operations Specialist with strong expertise in claims management, risk assessment, payments, and operational auditing to support our team with payment processing, trust & safety, and damage claims. You’ll help ensure accurate transactions, resolve disputes, and protect the business from fraud and guest-related issues.This is a remote position requiring excellent communication skills, comfort working independently, and confidence navigating property management and guest screening systems. Familiarity with platforms like Airbnb, Guesty, and Breezeway is strongly preferred.
SCOPE OF WORK:Arrival Checks

• • Review newly received bookings daily, research incoming guests, and add relevant context—including VIP status or guest history—to their profiles in Guesty or other relevant systems.
  • Confirm the guest has completed all pre-arrival requirements, including payment and verification process.
  • Review and ensure all pre-arrival requests (e.g., early check-in, special amenities, VIP amenities) have been acknowledged and fulfilled.
  • Verify that lock/access codes are active and accessible; ensure a backup code is available in case of lockout.
  • Proactively flag and escalate any last-minute operational issues that could affect the guest experience.
  • Coordinate closely with the operations and concierge teams to deliver a smooth and seamless check-in process.

Trust and Safety (Dispute Resolution & Compliance)

• • Assist in resolving payment disputes with guests, owners, or service providers. Ensure compliance with US financial regulations and internal policies.
  • Completes arrival checks, monitors Enso boarding pass completion, and escalates potential fraud and credit card disputes.
  • Assist with manual screening verification reviews as needed, escalating complex considerations to management.
  • Build out systematic procedures within the Trust & Safety realm to provide a prescriptive guide for others to handle as well.

Breezeway Audit

• • Audit inspection checklists and photo uploads for accuracy and completeness.
  • Ensure same-day departure and maintenance inspections are properly documented.
  • Identify inconsistencies, missing documentation, or operational risks.
  • Build systematic quality-control processes within Breezeway.

Payment Processing

• • Review and reconcile guest payments and refunds and audit cleaning vendor invoices.
  • Monitor payment statuses, follow up on pending transactions, and resolve discrepancies.
  • Coordinate with the accounting team to ensure accurate record-keeping.
  • Maintain accurate payment records for audit and reconciliation.

Cleaning Inspections and Damage Claims Handling

• • Review same-day, departure cleaning, and departure maintenance inspection tasks and photos, documenting all damages noted on each ticket and researching if damage is pre-existing to or was caused during a guest’s specific stay.
  • Process damage claims and maintain a detailed record of claims, status updates, and resolutions including itemizing damages to guests, managing their security deposits and invoicing, and filing insurance claims when needed.
  • Maintain accurate claim records for audit and reconciliation.

QUALIFICATIONS:

• Airbnb and general security deposit claims Management, Payment Processing, and Financial Reconciliation.
• Proficiency in Guesty, Breezeway, Stripe, Truvi and Notion.
• Previous experience with Trust and Safety (Dispute Resolution & Compliance) or relevant.
• Experience with KYC guest screening review processes from systems such as Truvi/Superhog and/or Autohost, or similar guest screening software.
• Flexibility and a willingness to take on expanded responsibilities as the role and business needs evolve.
• Strong analytical skills with high attention to detail.
• Ability to work independently in a fast-paced, remote environment.
• Flexibility to take on expanded operational responsibilities as the company scales.

Compensation:

• WFH/Remote-first flexible company culture
• A company with a great mission and vision, a dynamic and fast-paced work environment, and a team of smart, ambitious, and fun colleagues!
• Independent contractor - $8 USD/hr

Rove is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status or other protected classes.