Fraud Customer Support Team Lead

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 Validation Team

The Fraud department is split into 3 policy fraud teams, 2 claims fraud teams and an intel team! The Policy Fraud team is one of the three fraud prevention teams and it’s here to protect Marshmallow from those who are lying about their details, which allows us to keep our product affordable and accessible to all!

We’re looking for an experienced Fraud Team Lead, ideally with a background in customer support, to manage our third Policy Fraud Team in the Budapest office. This is an established team responsible for a range of risk-based tasks, including reviewing new policies as they come on cover and additional policies throughout their term where there is a heightened risk of fraud or misrepresentation. The team also manages customer communication through live chat, ensuring a smooth and supportive customer experience alongside fraud prevention activities.

As well as playing a significant role in the hiring and onboarding of this team, you will manage day-to-day operations, ensuring the team are suitably equipped to hit targets and SLAs. You will be a part of the cross-functional Fraud leadership team and play a role in helping us define our future strategies for fraud prevention.

What you’ll be doing

• You’ll be responsible for the operational delivery of your team’s workload, KPIs and SLA and will report on this weekly.

• Own the strategy and team capacity planning ensuring the right people are in the right place and the right volumes are coming through to the team.

• Supporting the company's growth plans by ensuring the fraud risks are identified and suitable rules are in place.

• You’ll