Fraud Customer Support Representative

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

Our Fraud department is split into 2 teams with slightly different focuses, of which Validation is a crucial part. By ensuring the details of our customer's policies are correct, you'll be protecting the honest customers from inflated premiums.

You'll do this by requesting and reviewing supporting documentation to ensure the information is correct. You'll need a keen eye for spotting discrepancies as you'll be on the lookout for fraudulent documents 🕵️‍♀️ Reviewing customer documents makes up a large part of this role and we’ll provide you with all the tools, tips and training you'll need.

Another large part of the role is interacting with customers (via email) as part of the verification process.

What you’ll be doing

• Validating policy details and reviewing documents for signs of fraud or falsification

• Contacting customers via live chat regarding their documents or any necessary changes to their policy and providing excellent customer service

• Working with a fantastic, motivated and intelligent team

• This is a brilliant starting point to enter the exciting world of Fraud and Underwriting - as you progress, there will be opportunities to develop your skills and take on more responsibilities. You might want to help out the complaints team, learn more about fraud and/or underwriting or even help training new starters.

Who you are

• You enjoy providing excellent customer service and interacting with our customers

• You have a great eye for detail and recognise signs of fraud

• You embody our values of taking ownership and moving fast

• You have a high tolerance for change and dealing with ambiguity

• Moving into a career in fraud is a passion for you

What we're looking for from you

• You can share examples where you have provided outstanding customer service

• You can share examples where you have used brilliant attention-to-detail or analytical skills to solve problems

• You can demonstrate the value you