Senior Credit Hire Handler

About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

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 three tribes; Acquisition, Retention & Claims. 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 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 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 optimum 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
• Raising payments within required time frames and ensuring all information is accurate
• 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 🏠
• *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.
• 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!)
• 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 from our Talent 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

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.