Senior Credit Hire Handler

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. 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 usin