FNOL Handler (Motor Claims)

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 are excited by the prospect of moving fast. This is an opportunity to collaborate with engineers, product managers, designers, underwriters and our operations team to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service 24/7, 365 days a year.

What you’ll be doing

This role will be an integral part of the growth of the Claims Operations team over the coming years, and will contribute towards building our knowledge base and improving our claims handling capability.

• Providing outstanding service when a customer makes a motor claim with Marshmallow, being the first point of contact whilst ensuring their needs are taken care of sensitively and effectively

• Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third party intervention opportunities to the Intervention Team.

• Keep files up to date with any vital or missing information, and ensure we are correctly reserving and managing our claim processes to avoid leakage.

• Proactively suggesting improvements to our processes and taking ownership of implementing changes wherever possible

• Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk

• Help drive performance of our current FNOL team to help deliver our vision of being the best in class claims service.

Who you are

• Flexible, adaptable, and able to adjust to last minute changes

• Diligent, industrious and enjoys working in a fast paced environment

• A self starter who can take ownership of their workload

• Eager to share ideas and provide input to the wider team

• A natural communicator; able to provide excellent customer service at all times

• Approachable and collaborative; works easily with stakeholders at all levels

What we're looking for from you

Around 1-2 years of relevant experience in the accidental damage motor claims space. A desire to grow your own claims-handling ability whilst helping others to improve their own skills and decision-making.

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.

• 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

• Mental wellbeing support – Access therapy and mental health sessions through Oliva

• 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 a member of our Talent Acquisition 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

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.