Claims Validation Handler

We’re on a mission to make migration easy. We started building Marshmallow in 2017. Since then, we’ve grown from 3 to 700+ people, gained unicorn status, raised ~£140M over three funding rounds, turned profitable, insured millions of drivers and lent millions in car loans. But we’re only just getting started. Our goal is to become one of the largest financial services providers in the world. Over the next 10 years we’ll grow exponentially, not only by scaling our existing products, but also by building new ones. To achieve our goals we need incredibly ambitious, commercially driven people who never settle for ‘good enough’. Marshmallowers are hungry for autonomy and ownership, and would rather improve than coast. Everyone raises standards and has an impact, with a focus on collective success over self-interest. We’ve created an environment where curious, tenacious people win and grow together. If that sounds motivating, this could be the place for you. The Claims Validation Team The Claims Validation Team exists to help to defend Marshmallow against fraudulent activity, and to protect the company loss ratio. Fraudulent claims can result in us losing money, which can then result in driving up the premium prices for our honest customers. We’re here to stop that, by making sure that the right claims are reviewed for any policyholder or indemnity related concerns. What you’ll be doing Reviewing indemnity referrals flagged by our wider claims team, where it has been identified at the point of claim that customers have misrepresented their policy details, and deciding upon the appropriate course of action for the policy and claim Investigating first party claims by communicating with our policyholders by phone and email and conducting follow up investigations Working proactively and efficiently to minimise leakage Contacting customers regarding document requests or any necessary changes to their policy, and providing excellent customer service Collaborating and building strong relationships with both the wider claims and fraud teams Proactively identifying opportunities to improve our processes to help us to protect both the company loss ratio, and our honest customers Who you are You have an investigative mindset with strong attention to detail and accuracy You are confident in good decision making, and can work efficiently under pressure You have strong communication skills and are comfortable in liaising with other teams from across the business You enjoy working in a high growth environment and are adaptable to change and balancing conflicting priorities You are a self-starter who likes to take ownership You take pride in delivering an excellent customer experience and enjoy interacting with our customers You are tenacious and persistent; knowing when further investigation can lead to positive commercial outcomes for the business What we're looking for from you A background in fraud or claims/policy validation Excellent verbal and written communication skills to be able to effectively communicate with our customers You are really passionate about the customer, and will go the 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 finding solutions to problems you come across rather than waiting on others to do this for you You enjoy taking ownership of your own workload, and proactively highlight any blockers that you or your team may be facing Perks of the job Bonus scheme designed to reward high performance Private medical insurance with Vitality, mental health support with Oliva Personal learning budget and 2 dedicated L&D days a year Monthly flexible benefits budget to spend as you choose 25 days holiday plus bank holidays 4 weeks Work From Anywhere per year Our process We break it up into a few stages: Initial call with someone in our Talent Team (30 mins) A skill-based interview where you will discuss your previous experience also with a focus on our values, our culture and your motivations with our Claims Validation Team Lead plus one other team member (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 personal feedback on each application. #LI-PT1 Diversity of thought We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.