FNOL Claims Handler (Motor)

About MarshmallowWe build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.How we workWe’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 three tribes; Acquisition, Retention & Claims. 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 to find out more.The Claims TeamOur Claims team is dedicated to delivering the best possible experience for our customers during what is often a stressful and uncertain time. We understand that making a claim can be daunting, so we focus on providing clear communication, empathetic support, and swift resolutions.Claims is one of the most critical touch points for our customers and we are looking for someone who is committed to delivering a best-in-class service for our customers.What you'll be doingProviding outstanding service during one of the most important steps when a customer makes a motor claim over the phone with Marshmallow, ensuring their needs are taken care of sensitively and effectively (e.g. liaising with our partners to ensure a seamless customer experience)Collecting and recording accurate details from our customers, and asking questions to get a full and clear understanding of the circumstances of the claimVerifying and monitoring claims received digitally, and following up with customers to ensure their needs are taken care ofComparing/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 liabilityProactively spotting patterns in the frustrations or hopes of our customers and third parties, identifying where and how we can change our processes, tools or product to make them happierUsing your initiative as well as various tools/databases to locate driver contact detailsDue to the nature of the role, some ‘out of hours’ work will be required. You will work a maximum of 40 hours per week, including evenings and weekends. We’re happy to run through how the schedule works in an initial conversation.Who you areYou are naturally empathetic, enjoy speaking to customers and can put customers at ease during stressful situationsYou have a polite and welcoming telephone mannerAbility to multi-task, as you’ll be speaking to our customers as well as inputting lots of important information onto our systemsAdaptable to new ways of working, and enthusiastic about technology and innovation as part of their roleDemonstrate resilience, maintaining performance under pressure or adversityYou hold yourself accountable for results and outcomes, and are unfazed by ambitious targetsYou want to take real ownership of your roleOrganised and can be relied upon to get things doneYou always seek ways to improve our processesThink boldly. Prepared to try new ways to solve thingsShow rigour, where work is completed with appropriate precision and accuracyNever satisfied. Compelled to set & exceed ever higher standards for themselvesWhat we're looking for from youExcellent written and verbal communication skillsA basic understanding of the insurance industry and a strong willingness to learn, especially around claims processes, customer rights, and industry regulations, to confidently support and guide customers through their claims journey.You will have experience in a customer facing role and know what brilliant customer service looks likeA solutions-focused mindset who always has the customer best interest at heartDesirable: knowledge of motor claims processesDesirable: experience dealing with customers that are vulnerable or distressedPerks of the JobFlexible working: Spend 2 days a month with your team in our new collaborative London office, and own your own working hours. The rest is up to youCompetitive bonus scheme - designed to reward and recognise high performanceFlexible 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.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 skillsetMental wellbeing support – Access therapy and mental health sessions through OlivaPrivate health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatchesMedical cash plan - To help you with the costs of dental, optical and physio (plus more!)Tech scheme - Get the latest tech for lessPlus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!Everyone belongs at MarshmallowAt 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.Recruitment privacy policyWe take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.

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