Fraud Customer Support Team Lead

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The Validation Team

The Fraud department is split into 3 policy fraud teams, 2 claims fraud teams and an intel team! The Policy Fraud team is one of the three fraud prevention teams and it’s here to protect Marshmallow from those who are lying about their details, which allows us to keep our product affordable and accessible to all!

We’re looking for an experienced Fraud Team Lead, ideally with a background in customer support, to manage our third Policy Fraud Team in the Budapest office. This is an established team responsible for a range of risk-based tasks, including reviewing new policies as they come on cover and additional policies throughout their term where there is a heightened risk of fraud or misrepresentation. The team also manages customer communication through live chat, ensuring a smooth and supportive customer experience alongside fraud prevention activities.

As well as playing a significant role in the hiring and onboarding of this team, you will manage day-to-day operations, ensuring the team are suitably equipped to hit targets and SLAs. You will be a part of the cross-functional Fraud leadership team and play a role in helping us define our future strategies for fraud prevention.

What you’ll be doing

• You’ll be responsible for the operational delivery of your team’s workload, KPIs and SLA and will report on this weekly.

• Own the strategy and team capacity planning ensuring the right people are in the right place and the right volumes are coming through to the team.

• Supporting the company's growth plans by ensuring the fraud risks are identified and suitable rules are in place.

• You’ll play a significant role in helping us to shape and iterate our validation strategy, as part of the wider Fraud leadership group.

• You’ll be responsible for day-to-day operations of the team, ensuring the team is consistently delivering against targets and objectives.

• You’ll be involved with hiring, onboarding, training and continual technical upskilling of the team.

• Optimising processes and problem-solving to ensure the team are able to deliver.

Who you are

• You’re a strong people manager and truly care about helping your team to develop and grow.

• You are highly adaptable to change and embrace the challenges that come with a fast-paced environment.

• You are able to balance working strategically with a thorough understanding of the detail.

• You enjoy problem-solving and creating innovative solutions to complex problems.

• You are organised and can be relied upon to get things done proactively.

• You are an excellent communicator.

• You get a kick out of working collaboratively and ensuring different voices are heard.

• You have the ability to be data driven.

What we're looking for from you

• You have experience working in a risk-related role, for example Validation, KYC, Fraud, Underwriting, AML and customer service.

• You have managed people in an operational team, either directly or through a coaching role. You were responsible for their performance and supporting them in their development.

• You have driven process change and have played a role in developing strategy.

Perks of the job

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠

• 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 💚

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• SZÉP card - Budget to spend on meals, leisure and accommodation 🏝

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Our process

We break it up into 3 stages:

• Initial call with someone in the Talent team (45 mins)

• A skill-based interview where you will discuss your previous experience etc. with someone from the Operations Leadership Team team (1 hour)

• A culture interview with to check that your work style fits our processes and values (1 hour)

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.