Customer Service Agent

6 months ago

London, United Kingdom marshmallow Full time

**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.

**This is a temporary opportunity (3 months) and we are looking for people who are available to start on Monday 8th April.**

**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 are excited by the prospect of moving fast. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

**What you’ll be doing**:
This role will be an integral part of the growth of the Claims Operations team over the coming years, and will contribute towards building our knowledge base and improving our claims handling capability.
- 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
- Managing your own caseload in an organised and efficient manner
- Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage
- 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.
- 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
- Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk

**_ The working hours for this role are Monday - Friday, 9am - 6pm (40 hour working week)_**

**Who you are**:

- Desire to join the insurance industry and build knowledge around the claims function
- You are really passionate about the customer and will go that extra mile to offer them the best service
- Working in a fast-paced scale-up means that you have to be adaptable and excited by the prospect of moving fast
- You enjoy taking complex issues and explaining them in an easy and understandable way
- A self starter who can take ownership of their workload
- You're selfless. You enjoy pulling together as a team and supporting your teammates
- You're excited about working in a company that really focuses on and believes in the importance of fe

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