Motor Claims Handler

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 and we are looking for people who are immediately available.**

**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**:

- Outbounding customers to help enrich their claim details & ensure we have captured all the necessary information
- Using your initiative as well as various tools/databases to locate driver contact details
- Explaining the benefits of fully detailed claims to our customers to encourage them to proactively update us with progressions in their claim circumstanes
- Verifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care of (inbound and outbound calling)
- 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
- 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

Due to the nature of the role, some ‘out of hours’ work may be required. Your standard working hours will be 9-6 (with an hour lunch break). But we may at times ask you to start as early as 8am, and finish as late as 8pm.

**Who you are**:

- You have a polite and welcoming telephone manner
- You are a quick learner and embrace change
- You are organised and can be relied upon to get things done
- You always seek ways to improve our processes
- Proactive & resilient - comfortable with working in a fast paced environment

***:
**What we're looking for from you**:

- Excellent written and verbal communication skills
- You will have experience in a customer facing role and know what brilliant customer service looks like
- Results orientated and analytical - aware of your own performance and always striving to optimise
- A solutions-focused mindset who always has the customer best interest at heart
- Desirable: knowledge of motor claims processes
- Desirable: experience dealing with customers that ar

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