About the role
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, gained unicorn status, raised ~£140M over three funding rounds, turned 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’. Marshmallowers 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 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 Processes, sign-offs, and outdated systems get in the way of good decisions.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. As a Claims Handler in our Settlement Team, you’ll be responsible for proactively managing a portfolio of third party damage and credit hire claims, ensuring efficient, fair and commercially sound outcomes. Your responsibilities will include: Handling inbound communication, including triaging and managing team mailboxes Routing and directing work to team members where required to complete tasks and resolve issues Proactively managing and efficiently processing a portfolio of Third Party Property Damage (TPPD) and Credit Hire claims up to a defined value Contacting policyholders, witnesses, and Third Party Insurers to assess and agree liability Carrying out liability and indemnity assessments Informing policyholders of the claim process and managing expectations throughout the lifecycle of the claim 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 Completing relevant searches, administration tasks, and other ad hoc support for the team Managing internal and external protocols with guidance and support What we’re looking for Ability to balance a commercial mindset with a customer-focused approach Strong time management and organisational skills, with the ability to prioritise effectively 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, actively listening and responding with understanding and support 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 who takes ownership while collaborating effectively within a team Continuously looking for ways to improve processes and outcomes 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 w ant. 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! Diversity of thought We know the best ideas come from having different perspectives in the room - and we're committed to hiring fairly, regardless of background, identity or experience. If you see yourself in this role, we'd encourage you to apply.