Customer Care Specialist (Claims Live Chat)

<h3><strong>About Marshmallow</strong></h3><p>We exist to make migration easy.</p><p>A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the <em>why</em>, dismantle assumptions, and always take action to build a better way.</p><p>A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.</p><p>If life at Marshmallow sounds like it could be for you, explore our<a href="https://drive.google.com/file/d/1tFtKFC_dB01zOSATg_o0xUGGWEVNpmqT/view?usp=sharing" rel="noopener noreferrer" target="_blank"> Culture Handbook</a> to find out more.</p><p>Move our mission, and your career, forward.</p><h3><strong>The Claims Team</strong></h3><p>Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We’re commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.</p><p>We look for people with deep expertise who are restless for a better way of working. If you’ve ever felt held back by bureaucracy, you’ll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.</p><p></p><h3><strong>What you’ll be doing</strong></h3><ul><li><p>Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience, keeping our TrustPilot score high and meeting individual targets related to quantity and quality</p></li><li><p>Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process</p></li><li><p>Managing your own caseload in an organised and efficient manner</p></li><li><p>Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage</p></li><li><p>Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third-party intervention opportunities to the Intervention Team.</p></li><li><p>Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience </p></li><li><p>Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk</p></li></ul><p>Due to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. You will work 1 week of ‘late’ shifts (12pm-9pm, Monday - Friday) followed by 2 weeks of normal shifts (9am-6pm/10am-7pm). You will also work 1 weekend out of 3, with time off in lieu.</p><p></p><h3><strong>Who you are</strong></h3><ul><li><p>You have a desire to join the insurance industry and build knowledge around the claims function</p></li><li><p>You are really passionate about the customer and will go that extra mile to offer them the best service</p></li><li><p>Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast</p></li><li><p>You enjoy taking complex issues and explaining them in an easy and understandable way </p></li><li><p>A self starter who can take ownership of their workload </p></li><li><p>You're selfless. You enjoy pulling together as a team and supporting your teammates</p></li><li><p>You're excited about working in a company that really focuses on and believes in the importance of feedback</p></li></ul><p></p><h3><strong>What we're looking for from you</strong></h3><ul><li><p>No insurance experience is required</p></li><li><p>Previous experience in customer-facing roles is desirable</p></li><li><p>If you have experience in an online customer support role this is a big plus</p></li><li><p>Excellent written and verbal communication skills</p></li><li><p>A desire to grow your own claims-handling ability whilst helping others to improve their own skills and decision-making</p></li></ul><p></p><h3><strong>Perks of the job</strong></h3><ul><li><p><strong>Flexi-office working –</strong> Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠</p></li><li><p><strong>Learning and development –</strong> 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 🤓</p></li><li><p><strong>Mental wellbeing support –</strong> Access therapy and mental health sessions th