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, achieved unicorn status, raised ~£140M over three funding rounds, become 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’. Marshmallow team members 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 defend Marshmallow against fraudulent activity and protect the company's loss ratio. Fraudulent claims can result in us losing money, which can then drive up premium prices for our honest customers. We are 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 via phone and email and conducting follow-up investigations.
• Working proactively and efficiently to minimize financial leakage.
• Contacting customers regarding document requests or any necessary changes to their policy, while 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 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 liaising with other teams 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; you know 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 genuinely passionate about the customer and will go the extra mile to offer them the best service.
• Working in a fast-paced scale-up means you must be adaptable and excited by the prospect of moving fast.
• You enjoy finding solutions to problems you encounter rather than waiting for others to do it for you.
• You enjoy taking ownership of your workload and proactively highlighting 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 and 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 the hiring process into a few stages:

1. Initial call with someone in our Talent Team (30 mins).
2. A skill-based interview where you will discuss your previous experience, with a focus on our values, 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. However, as a small team with a high volume of applications to consider, we cannot provide personal feedback on each application.

Diversity of Thought

We know the best ideas come from having different perspectives in the room—and we are committed to hiring fairly, regardless of background, identity, or experience. If you see yourself in this role, we encourage you to apply.