Motor Claims QA Specialist London, England
Job description
Our mission
Definitely not a sweet shop.
We're the tech company making insurance more accessible and more affordable for as many people as possible.
We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while being rated excellent on Trustpilot. But we’re just getting started.
Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries
If you're looking for a challenge, our next chapter is set to be an exciting one
How we work
We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.
Explore our Culture Handbook to find out more about life at Marshmallow, or read our blog!
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.
The QA Team
The Quality Assurance (QA) team’s mission is to ensure our Operations teams deliver consistently excellent and compliant service to delight customers and protect the company.
Our vision is to ultimately equip our team to be the most skilled, knowledgeable and effective in the world.
The team was formed in late 2021 and we now have four members providing support across our operations teams.
We are further growing the team to allow us to provide more QA support within claims. For this role we are looking for a Motor Claims QA Specialist to support our claims function to deliver the best claims journey to our customers, and to make the right decisions to drive the best commercial outcomes we can achieve.
You will have a variety of responsibilities in your role including reviewing and marking conversations with customers, auditing claims handlers to ensure we are following our policies and processes, and auditing outsource partners to ensure they are following agreed processes. As part of this role we also need you to share timely feedback with agents and across the business, and work closely with teams to help improve processes.
What you’ll be doing
Reviewing customer interactions across the Claims Team; scoring them against various criteria using our QA Tool, Klaus
Reviewing action taken by our Claims Agents including: telephone audits, liability assessment, reserving, administration, payments, salvage and recovery
Working closely with our Senior Motor Claims QA Specialist, Claims Team Leads and our QA Lead to help build out our QA strategy and roadmap
Participating in calibration sessions to maintain consistency in internal evaluations
Sharing meaningful written and verbal feedback with various stakeholders (SMEs, Coaches, Leads, and individuals) to ensure processes are efficient, accurate and compliant
Outlining objectives to various team members; enabling clarity in how to provide excellent customer service
Supporting the facilitation of process creation, amendment and implementation
Developing and maintaining quality standards and QA processes
Analysing data and spotting trends to provide direction to our teams, understand where QA should focus efforts and to understand its impact
Working with the Senior Motor Claims QA Specialist and QA Lead to share these insights and create monthly management information (MI) to share with our stakeholders appropriately
As this is a new role, responsibilities may shift and develop in time. This role will be predominantly focused on Claims but may involve supporting audit-related tasks in other Operations teams, too.
Who you are
You are empathetic and understand what it means to go the extra mile to offer the best service possible
Working in a startup means that you have to be adaptable and excited by the prospect of moving fast
You enjoy proactively finding solutions to problems you come across and improving processes rather than waiting on others to do so
You enjoy taking complex issues and explaining them in an easy and understandable way
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 feedback
What we're looking for from you
Knowledge and experience of the Motor Claims insurance space - there’s a lot of processes and technical information you’ll need to be familiar with! (If FNOL, reserving, and liability assessments sound familiar to you, you’ll have no problem!)
A desire to help establish Marshmallow as one of the best in the industry
Familiarity with FCA regulations and the importance of QA in monitoring our accordance with these
Ability to share feedback in a constructive yet polite and appropriate manner
Attention to detail, allowing you to notice and monitor trends, patterns, and frequent observations in results
Problem-solving and analytical capabilities to create meaningful strategies to improve the quality of support
Our process
We break it up into 3 stages:
Initial call with a member of our TA team (30 mins)
A skill-based interview where you will discuss your previous experience with two members of the Claims team (1 hour)
A culture interview to check that your work style fits our processes and values (1 hour)
We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give individual feedback on each application
Perks of the job
Flexible working - Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours. The rest is up to you *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.
Competitive bonus scheme - designed to reward and recognise high performance
Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes
Mental wellbeing support – Access therapy and mental health sessions through Oliva
Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset
Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches
Medical cash plan - To help you with the costs of dental, optical and physio (plus more!)
Tech scheme - Get the latest tech for less
Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!
Background checks
To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!
Everyone belongs at Marshmallow
At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.
We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.
We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.
