Claims Customer Service Executive

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 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.

We are committed to re-imagining the claims experience, and you will play a key role in delivering a best-in-class service for our customers.

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

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 (10am-7pm). You will also work 1 weekend out of 3, with time off in li