Job description
The Claims Team
We believe that the claims experience can be so much better in the insurance industry! So, our mission is to deliver the most delightful and efficient claims experience to our customers.
Working in a startup means that you have to be adaptable and excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service.
Role Description
We are looking for an outstanding candidate to join our new and exciting team as a Senior Credit Hire Mitigation Handler. You will have the opportunity to be involved in all areas of our claims journey but initially, you will be responsible for making complex liability decisions, raising payments, providing claims advice to suppliers, administrating and deciding how best to take each claim forward. Further into your time at Marshmallow we will need you to use your experience to support the team with our Litigation, Personal Injury (via OIC, MOJ and PAP) and Credit Hire.
You will be at the forefront of our first credit hire defence team and to competently apply credit hire strategy to protect us from inflated or fraudulent credit hire claims. This is our first team dedicated to this area of claims and you will help to establish and be expected to contribute to our future tactics and feedback market trends. Whilst other teams will have carried out processes that pre-date your work on these files we are expecting this role to be our 3rd line of defence and you will have the ability and apply the right level of follow up action to drive favourable outcomes for Marshmallow e.g. complex liability decisions, raising payments, getting the answers you need from external stakeholders and building strong foundations for when the hire claim is billed against Marshmallow.
What you'll be doing
Handling Credit Hire claims with a focus on a high quality, fair and compliant service to our customers.
Working in accordance with our vulnerable customer and data protection standards
Providing feedback to the team regarding challenges you are faced with and working with the Team Leads to resolve them
Striving to effectively meet SLAs and targets to ensure optimum output and quality
Contacting Third Party Representatives to confirm if there is any Credit Hire and investigating all available information to mitigate the business risk
Working alongside our suppliers and ensuring they are proactively settling cases in Marshmallows best interest and challenging decisions made where appropriate
Helping to develop and implement new processes
Proactively spotting patterns in the frustrations or expectations of our team and identifying where and how we can change our processes, tools or product
Raising payments within required time frames and ensuring all information is accurate
You'll be able to work off your own initiative and are confident in making data-driven decisions
Who you are
You're someone who enjoys the challenge of understanding complex situations and making sense of them
Naturally empathetic, you know how important it is to deliver exceptional customer service
You have a great eye for detail.
You are happy to ask questions and ask for help when you need it
You're able to see the bigger picture and support any aspect of the team to achieve our larger goals
What we're looking for from you
2-3 years relevant experience in the motor claims space, across multiple third party functions
You are a quick learner and embrace change
You are a self-starter who likes to take ownership but is also able to thrive in a team while ensuring quality output
Perks of the job
Flexi-office working - Spend 1 day per fortnight with your team in our new collaborative London office. The rest is up to you! 🏠
Flexible benefits budget - £50 per month to spend wherever you like on a Ben Mastercard 💰
Learning and development - Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓
Mental wellbeing support - Access therapy and mental health sessions through Oliva 💚
Equity - Get options in Marshmallow as part of your offer, and have a real stake in the company's success 📈
Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches 🏥
Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
Tech scheme - Get the latest tech for less 🖥
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
