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Marshmallow is a UK-based fintech unicorn (founded 2017, 700+ employees, £140M raised) on a mission to make migration easy. The company has grown to insure millions of drivers and provide millions in car loans, and is targeting expansion into becoming one of the largest financial services providers globally.
The Claims Validation Team defends Marshmallow against fraudulent activity and protects the company's loss ratio. Fraudulent claims drive up premiums for honest customers, so the team works to ensure proper review of claims for policyholder and indemnity concerns.
In this role, you will:
- Review indemnity referrals flagged by the claims team where customers have misrepresented policy details, and decide on appropriate action for the policy and claim
- Investigate first-party claims by communicating with policyholders via phone and email, conducting follow-up investigations
- Work proactively and efficiently to minimize leakage
- Contact customers regarding document requests or policy changes while providing excellent customer service
- Collaborate with the wider claims and fraud teams to build strong relationships
- Identify opportunities to improve processes to protect the company loss ratio and honest customers
You are an investigative, detail-oriented professional who makes sound decisions under pressure. You have strong communication skills, thrive in high-growth environments, and are adaptable to change. You're a self-starter who takes ownership, takes pride in customer experience, and are tenacious in pursuing investigations that yield positive commercial outcomes.
The role offers a bonus scheme, private medical insurance with Vitality, mental health support with Oliva, a personal learning budget with 2 dedicated L&D days annually, a monthly flexible benefits budget, 25 days holiday plus bank holidays, and 4 weeks work-from-anywhere per year.
REQUIREMENTS:
- Background in fraud or claims/policy validation
- Excellent verbal and written communication skills to effectively communicate with customers
- Passionate about customer service and willing to go the extra mile
- Adaptable and excited by the prospect of moving fast in a scale-up
- Problem-solver who enjoys finding solutions rather than waiting on others
- Takes ownership of workload and proactively highlights blockers
