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 start-up 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.
What you'll be doing
Making outbound calls with the aim of successfully capturing third parties, to strive towards commercial goals
Mitigating the cost of your captures by establishing the needs of the third party and following our processes
Supporting the after capture process in handling claims and mitigating the claims spend
Ensuring all claims are processed with an eye for potential fraud, exaggeration and indemnity
Reviewing claims processes and recommending changes. You'll also be highlighting missed opportunities, leakage and areas for improvement
Supporting technical intervention claims matters in respect of questions / escalated customer scenarios and calls/liability referrals etc.
Supporting the team and continually helping them to develop their knowledge and skill set
Ensuring the claims are reserved correctly and keep our portfolio financially accurate with each touch of a claim
Due to the nature of this role, the working hours will be on a shift basis. They follow the pattern of: 1 week of 8am-5pm, 1 week of 9am-6pm, 1 week of 11am-8pm. In addition, you will work 1 in 3 weekends (Saturday and Sunday 9am-6pm) with time off in lieu during the week.
Who you are
You truly care about the third party claims journey
Tenacious and determined to make successful captures
You enjoy problem solving and creating innovative solutions to complex problems
Able to work in a high growth environment and are highly adaptable to change
Selfless and willing to share learnings with your team
What we're looking for from you
Experience in working within an intervention team and capturing third parties
Understanding of the customer claim journey from FNOL through to settlement
A keen eye for detail and proven ability to mitigate third party costs
Confidence in knowledge of liability, fraud, and indemnity
Perks of the job
Flexible working - Spend 1 day a fortnight with your team in our collaborative London office
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
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
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!)
Tech scheme - Get the latest tech for less
Plus all the rest; 33 days holiday, pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Our process
We break it up into two stages:
Initial call with someone in our Talent team (30 mins)
A technical & culture interview with two people from our Claims Team (60 mins)
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
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.
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.
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.
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!
