Credit Hire Specialist - London, United Kingdom - marshmallow

marshmallow

Verified Company

London, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

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 polishing a 4.6 star Trustpilot score. 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 excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. Please note, due to the nature of this role, some 'out of hours' work may be required.

Role Description:

What you'll be doing:

Handling Credit Hire claims with a focus on a high quality, fair and compliant service to our customers.
Working in accordance with our vulnerable customer and data protection standards
Providing feedback to the team regarding challenges you are faced with and working with the Team Leads to resolve them
Striving to effectively meet SLAs and targets to ensure optimum output and quality
Contacting Third Party Representatives to confirm if there is any Credit Hire and investigating all available information to mitigate the business risk
Working alongside our suppliers and ensuring they are proactively settling cases in Marshmallows best interest and challenging decisions made where appropriate
Helping to develop and implement new processes
Proactively spotting patterns in the frustrations or expectations of our team and identifying where and how we can change our processes, tools or product
Raising payments within required time frames and ensuring all information is accurate
You'll be able to work off your own initiative and are confident in making datadriven decisions

Who you are:

You're someone who enjoys the challenge of understanding complex situations and making sense of them
Naturally empathetic, you know how important it is to deliver exceptional customer service
You have a great eye for detail.
You are happy to ask questions and ask for help when you need it
You're able to see the bigger picture and support any aspect of the team to achieve our larger goals

What we're looking for from you:

2-3 years relevant experience in the motor claims space, across multiple third party functions
You are a quick learner and embrace change
You are a selfstarter who likes to take ownership but is also able to thrive in a team while ensuring quality output

Perks of the job:

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Flexi-office working

Spend 1 day per fortnight with your team in our new collaborative London office. The rest is up to you

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Flexible benefits budget - £50 per month to spend wherever you like on a Ben Mastercard
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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
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Mental wellbeing support - Access therapy and mental health sessions through Oliva
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Equity

Get options in Marshmallow as part of your offer, and have a real stake in the company's success

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Private health care

Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches

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Medical cash plan - To help you with the costs of dental, optical and physio (plus more)
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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 Lotti Cook, our Talent Acquisition Partner (30 mins)
A skillbased 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)

Background checks:

To meet our regulatory obligations as an FCA-authorised financial services company