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Senior Credit Hire Handler

Job description

If you're looking for a challenge, our next chapter is set to be an exciting one

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. Please note, due to the nature of this role, some 'out of hours' work may be required.

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

Obtaining complex claim details from customers and using your knowledge and case law to determine fault parties

Assisting junior members of the team with more complex technical queries and cases, as well as providing guidance, training and support to aid with their personal development. In addition you will have your own caseload in support of achieving team targets

Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Ensuring that the team follows our vulnerable customer and data protection standards

Using conversation auditing and feedback to enable your team to continually improve their standard of claims handling and customer service in pursuit of our aim to be industry-leading

Proactively identifying challenges, pain points and working with the Team Leads to resolve them

Ensuring you and your team members are on track to effectively meet SLAs and challenging these targets to ensure omptimum output and quality

Assisting with delegation and workload management amongst the team

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

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 can make decisions quickly and know when to refer for a second opinion.

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

You always seek ways to improve processes.

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

5 years relevant experience in the motor claims space, across multiple third party functions

You've seen first hand what it's like to be part of a fast-growing team and are open to the challenge of developing new teams in a new and exciting team

Experience helping others to deliver in their role, and a desire to further develop your skills in training, coaching and process improvement

Desirable skills would include supporting performance management in line with KPIs and SLAs

Perks of the job

Flexible working: Spend 1 day a fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you

Competitive bonus scheme - designed to reward and recognise high performance

Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes

Mental wellbeing support - Access therapy and mental health sessions through Oliva

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

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!)

Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

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