Third Party Claims Handler

Description du poste:

About Marshmallow

We exist to make migration easy.
A systemic problem of this magnitude requires a team of curious thinkers who relentlessly pursue solutions. Those who constantly challenge the why, dismantle assumptions, and always take action to build a better way.
A Marshmallow career is built on a cycle of continuous growth, with learning at its core. You will be challenged to raise the bar on your capabilities and supported with the right tools and guidance to do so. This ensures you can deliver impactful work and drive change.
If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.
Move our mission, and your career, forward.

The Claims Team

Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We're commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers.
We look for people with deep expertise who are restless for a better way of working. If you've ever felt held back by bureaucracy, you'll find the autonomy, pace, and stretch at Marshmallow that let you do your best work - and keep learning as you go.

Your responsibilities

* Handling inbound communication, including triaging and managing team mailboxes
* Routing and directing work to team members where required
* Proactively managing and efficiently processing a portfolio of Third Party Property Damage (TPPD) and Credit Hire claims in our Settlement Team
* Contacting policyholders, witnesses, and Third Party Insurers to assess and agree liability
* Informing policyholders of the claim process and managing expectations
* Identifying correct indemnity status and possible recovery opportunities
* Reserving claims in line with our reserving philosophy
* Checking and raising payments in line with agreed reserves
* Identifying and actioning capture opportunities, including referrals to intervention suppliers where appropriate
* Promptly identifying potential fraudulent claims or complaints and making appropriate referrals

What we're looking for

* Ability to balance a commercial mindset with a customer-focused approach
* Strong time management and organisational skills
* A logical and structured approach to problem-solving
* Excellent attention to detail, with the confidence to refer potential complaints or suspected fraudulent claims appropriately

Who you are

* Empathetic and customer-focused
* Confident making decisions and knowing when to escalate for a second opinion
* A quick learner who embraces new processes, tools, and change
* A proactive self-starter
* Able to see the bigger picture and support wider team objectives

Perks of the job

* Hybrid working - Spend 1 day per fortnight with your team in our new collaborative London office, the rest is up to you!
* 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 💰
* Mental wellbeing support - Access therapy and mental health sessions through Oliva 💚
* 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 🤓
* 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 a few stages:
* Initial call with a member of our Talent Acquisition team (30 mins)
* An interview with two members of the Claims team, to discuss your experience and the working environment at Marshmallow (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.
We are not in a position to offer sponsorship and/or a visa for this position.

Background checks
As part of our commitment to maintaining a safe and trustworthy environment, we'll carry out standard background checks, including a DBS and a Cifas check. These help ensure there are no ongoing criminal proceedings and support the prevention of fraud and other forms of serious misconduct. If anything of concern is identified, it may affect your eligibility for certain roles or services. Feel free to ask our Talent Acquisition team if you have any questions about this!
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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.

Recruitment privacy policy

We 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