Non Fault Claims Handler
4 months ago
**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, whilst aspiring to best-in-class levels of cost control.
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**:
**What you’ll be doing**:
- Assess new accident referrals from business partners to ensure services can be provided.
- Arrange repairs for non-fault clients after making all necessary checks and enquiries into liability.
- Ensuring non fault claims are progressing effectively through our internal and partner processes
- Maintaining your own portfolio of work, effectively delivering market leading cost control and ensuring customers are satisfied with the progress of their claim at all times
- Tracking, monitoring and improving our recovery processes, in conjunction with our external partners, ensuring all stages of the claim journey are delivered effectively
- Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers
- Proactively identifying challenges, pain points and working with Team Leads to resolve them
- Ensure data is processed accurately and timely resolution of queries to ensure customer satisfaction.
- Promote the company's products and services.
- Complete any necessary administration.
- Work efficiently and proactively to achieve targets and progress caseload.
- Deliver a high standard of customer service and ensure that all processes relating to Credit Hire and Total loss are managed in line with operational and department SLA’s and to the timescales laid out within the ABI GTA
**Who you are**:
- You have a great eye for detail, and someone who takes pride in the quality of their work
- You can make decisions quickly and know when to refer for a second opinion
- You are a quick learner and embrace change
- You are a self-starter who likes to take ownership but is also able to thrive in a team while ensuring quality output
- You always seek ways to improve processes and outcomes
- You’re able to see the bigger pic
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