Senior Credit Hire Handler 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.
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 using your knowledge and case law to determine fault parties
Assisting junior members of the team with more complex technical queries and cases, as well as providing guidance, training and support to aid with their personal development. In addition you will have your own caseload in support of achieving team targets
Actively demonstrating and promoting the importance of delivering a high quality, fair and compliant service to our customers. Ensuring that the team follows our vulnerable customer and data protection standards
Using conversation auditing and feedback to enable your team to continually improve their standard of claims handling and customer service in pursuit of our aim to be industry-leading
Proactively identifying challenges, pain points and working with the Team Leads to resolve them
Ensuring you and your team members are on track to effectively meet SLAs and challenging these targets to ensure omptimum output and quality
Assisting with delegation and workload management amongst the team
Contacting Third Party Representatives to confirm if there is any Credit Hire and investigating all available information to mitigate the business risk
Working alongside our suppliers and ensuring they are proactively settling cases in Marshmallows best interest and challenging decisions made where appropriate
Helping to develop and implement new processes
Proactively spotting patterns in the frustrations or expectations of our team and identifying where and how we can change our processes, tools or product
Raising payments within required time frames and ensuring all information is accurate
You’ll be able to work off your own initiative and are confident in making data-driven decisions
Who you are
You’re someone who enjoys the challenge of understanding complex situations and making sense of them
Naturally empathetic, you know how important it is to deliver exceptional customer service
You have a great eye for detail.
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.
You’re able to see the bigger picture and support any aspect of the team to achieve our larger goals
What we're looking for from you
5 years relevant experience in the motor claims space, across multiple third party functions
You’ve seen first hand what it’s like to be part of a fast-growing team and are open to the challenge of developing new teams in a new and exciting team
Experience helping others to deliver in their role, and a desire to further develop your skills in training, coaching and process improvement
Desirable skills would include supporting performance management in line with KPIs and SLAs
Perks of the job
- Flexible working: Spend 1 day a 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!
Our process
We break it up into 3 stages:
Initial call with Lotti Cook, our Talent Acquisition Partner (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
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.
