Motor Claims Handler - Executive

Our mission

We're building new ways to support our customers in their hour of need.

It's not just about revolutionising customer experience (though we're always polishing our 4.6* Trustpilot score!) We want to reduce the distress caused by accidents and personal disasters, and one day remove it altogether.

Over the last 6 months, we've grown from a team of 87 to 200+. Over the last 12 months, we've more than doubled our customer base. And over the next 24 months, we’re looking to help 1000s more customers by launching new products and services across different categories and countries

Come help us achieve all that, with a job that gets you dancing out of bed every morning!

How we work

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

Explore our culture handbook to find out more about life at Marshmallow, or read our blog!

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.

We're looking for a Claims Executive to join our growing claims operations team. Your role will vary as we take this first step on our claims journey to bring some services in house.

You will have the opportunity to specialise in sections of the claims journey but initially, you will be responsible for receiving calls from customers who are reporting their accidents to us, contacting third party drivers who have been involved in accidents with our customers, providing claim updates, administrating and deciding how best to take each claim forward. You’ll be someone who enjoys the challenge of understanding complex situations and making sense of them. Naturally empathetic, you also know how important it is to deliver exceptional service to customers over the phone and by email. By joining a start-up environment, we expect you’ll be excited by the prospect of moving fast and adapting to change. And whilst your main focus will be speaking with customers, like all roles at Marshmallow we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.

What you'll be doing

• Providing outstanding service when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)
• Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claim
• Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of
• Comparing/validating information given by customers, and being alert to fraud concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud team)
• Using liability assessment tools and case law to help establish liability
• Proactively spotting patterns in the frustrations or hopes of our customers and third parties, identifying where and how we can change our processes, tools or product to make them happier
• Selling the benefits of using claims services provided by Marshmallow to third party drivers, so we can organise their vehicle repairs and alternative vehicles as necessary
• Using your initiative as well as various tools/databases to locate driver contact details

Requirements

Who you are

• You have a great eye for detail
• You have excellent telephone manner
• You can make decisions quickly
• You enjoy problem-solving
• You are a quick learner and embrace change
• You are a self-starter who likes to take ownership
• You are organised and can be relied upon to get things done
• You always seek ways to improve our processes

What we're looking for from you

• Excellent written and verbal communication skills
• Experience in negotiating and settling complex liability cases
• Desirable: experience in negotiating credit hire and reviewing and disputing payment packs
• Desirable: knowledge of motor claims processes
• Desirable: experience dealing with customers that have are vulnerable, aggrieved or distressed

Benefits

Perks of the job

• Flexi-office working - Our office is always here, but it’s up to you and your team to choose how and when to use it!
• 12 weeks worldwide remote – Work from anywhere in the world for up to 12 weeks a year
• Work from home budget – Get a personal budget to set up your home office ️
• Learning and training – 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 Self Space, and sign up for your free subscription to Calm
• 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

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 Talent Acquisition team (30 mins)
• A skill-based interview where you will discuss your previous experience with two members of the Claims Team (1 hour)
• A culture interview to check that your work style fits our processes and values (1 hour)
• 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

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.

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!