Senior Claims QA Specialist

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly.

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most.

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How We Work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

The QA & Training team

The QA & Training team purpose is to support, nurture and train our teams in providing a best in class service for our business and customers. QA’s goal is to improve the customer experience, ensure compliance and reduce complaints through quality data and insights to drive performance improvements and support operational excellence across the business.

The team was formed in late 2021 - we’re currently a team of fourteen and we are now looking for a Senior Claims QA Specialist to primarily support our Third Party teams by assessing claims handling, identifying areas for improvement and providing actionable feedback to the teams. This role will be primarily focused on Credit Hire, TPPD and Recoveries, and will also support wider QA initiatives, including performing other Claims audits.

You will have a variety of responsibilities in your role, primarily evaluating levels of claim handling in line with Standard Operating Procedures (SOP’s). This will include measuring indemnity and liability decisions, reserving, investigation, negotiation and monitoring claims leakage. As part of this role we need you to be confident in delivering timely feedback to handlers, leading meetings and collaboratively working with the wider business to drive continuous improvement.

What You’ll Be Doing

• Reviewing claims on Claims Management System (CMS) using our QA tool ‘Zendesk’ and scoring claims handling performance
• Listening to third party claims team calls to measure performance in communication, resolution and compliance
• Offering motivational and developmental feedback to individuals, senior claims handlers, and team leads to ensure third-party claims teams maintain high operational standards, effectively manage claim costs, and comply with regulatory requirements
• Maintaining the feedback mechanism with subject matter experts (SMEs) in Claims and other teams to ensure processes are efficient, accurate and compliant
• Working cross-functionally with senior handlers and leads to ensure QA activities add as much value as possible to the operation
• Facilitating process and performance improvement opportunities to support operational excellence
• Developing and maintaining quality standards and QA processes
• Analysing data and identifying trends to understand opportunities for improvement
• Sharing QA insights and providing clear actions to drive a lower average cost per claim.
• Developing and maintaining a good understanding of our operational processes
• Participating and leading regular calibration sessions to ensure alignment across the teams
• Collaborating with the wider business, in particular Compliance and Operational Excellence
  
  

Who You Are

• You have a passion for claims and hold the highest quality standards when processing claims.
• You understand what it means to go the extra mile to settle claims through proactive handling.
• You are adaptable, excited and motivated by change with the ability to multitask
• You have excellent organisation, prioritisation, negotiation and communication skills
• You simplify for success by addressing complex issues and proactively finding solutions to problems you come across
• You have a bias for action and take ownership to address areas of underperformance with a clear, structured plan and continually improve processes
• You are challenging and honest, providing effective feedback and working collaboratively
• You're excited about working in a company that really focuses on and believes in the importance of feedback
  
  

What We're Looking For From You

• A technical claims handling background for at least 2+ years within Credit Hire and/or Bodily Injury claims is essential
• Previous experience working within QA, auditing and/or a regulated environment would be preferable
• Knowledge of indemnity and liability principles
• Excellent investigation and negotiation skills
• Nice to have - has worked with QA technology and tools
• Strong communication skills and experience in building reports and presentations
• Great people skills and the ability to share feedback in a constructive yet polite and appropriate manner
• Attention to detail and analytical capabilities to identify performance trends and improvement opportunities
• Problem-solving and proactively developing meaningful strategies to improve the quality of support
• Confident of your own beliefs and expertise, and prepared to be heard in a way that positively influences others and drives improved performance
  
  

Perks of the job

• Flexible working - Spend one day every two weeks with your team in our collaborative London office
• 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
• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years
• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office
• 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, pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

We Break It Up Into 2 Stages

• Initial call with our Talent Acquisition Partner (30 mins)
• A combined technical and culture interview where you will discuss your previous experience and our ways of working with the Claims QA Lead and a TP Claims Lead. (80 mins)
  
  

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

Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

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.