Senior Recovery Specialist

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 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 growing Claims Recovery Team as a Senior Recovery Specialist. You will have the chance to help us build our processes and monitoring and we will rely on your experience and knowledge to challenge a new and effective way of working. You may be responsible for your own caseload and will build strong relationships with both internal and external stakeholders to ensure we are delivering on all key targets.

What you’ll be doing

• Provide guidance and direction to the claims team ensuring the customer is regularly updated and aware of all processing

• Prepare and deliver any ad-hoc workshops or training to the team or wider claims team to support in the delivery of Recovery targets

• Recommend discontinuation of recovery having commercial implications at the forefront of your mind at all times.

• Aid the team in quantum using case law to settle claims on the best possible terms, keeping commercial implications at the forefront of your mind at all times.

• 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 may have your own caseload in support of achieving team targets

• Carry out audits on the teams files to ensure they are worked in line with processes, and to get the best outcome for the customer and company.

• Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers

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

• Engaging with 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

• Review Control Reports across recovery claims, including abandonment and shortfall reviews to ensure we are pushing for best possible outcomes across all claims. 

• Respond to referrals from junior team members, supporting with a wide range of queries and handling support 

• Act as a mentor for junior members of the team

• You’ll be able to work off your own initiative and are confident in making data-driven decisions

What we're looking for from you

• 2 years relevant experience in the motor claims space, across the recovery and third party functions with experience in resolving liability and cost negotiation.

• 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

Who you are

• 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

Perks of the job

• Flexible working - Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you 🏠 *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.

• 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 🤓

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

• 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!

Our process

• We break it up into 3 stages:

  • Initial call with a member of our TA Team (30 mins)

  • A skill-based interview where you will discuss your previous experience with two members of the Claims team and check that your work style fits our processes and values (1 hour)

  • Culture interview (1 hour) with one of our senior leaderships members

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

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.