About Marshmallow

We build financial products that accelerate the economic freedom for people who move across borders. We started with car insurance — insuring over a million drivers — and we’re scaling beyond. Tens of millions of people move countries each year, facing overlooked financial challenges. Our future is in building financial products around their needs to positively impact their lives.

We’re proud of the culture we’ve created. We push for progress every day, take ownership of our work, and collaborate across teams to meet customers’ needs. We operate with clear direction, structured planning, and alignment across functions. Our work is organized into three tribes: Acquisition, Retention & Claims, with multiple teams embedded to do great work.

The Claims Team Our Claims team is dedicated to delivering the best possible experience for our customers during what is often a stressful time. We focus on clear communication, empathetic support, and swift resolutions. Claims is a critical touchpoint, and we are looking for someone committed to delivering best-in-class service.

What You’ll Be Doing

• Handling inbound communication, including triaging and managing team mailboxes.
• Routing and directing work to team members as required, to complete tasks and resolve issues.
• Checking and raising payments in line with reserves.
• Contacting policyholders, witnesses, and third party insurers to assess and agree liability.
• Reserving in line with reserving philosophy.
• Carrying out basic liability and indemnity assessments; informing policyholders of the claim process and managing expectations as required.
• Promptly identifying potential fraudulent claims and other claims which require specific referral.
• Proactively managing and efficiently processing a portfolio of third party damage claims up to a certain value.
• Identifying and actioning capture opportunities to refer to our intervention supplier.
• Completing relevant admin for the team and other ad hoc tasks as needed.
• Managing our protocols with guidance and support.

Working hours for this role are Monday-Friday, 9am–6pm.

What We’re Looking For From You

• Ability to balance a commercial mindset with a customer-focused approach.
• Good time management and organisation skills with the ability to prioritise work effectively.
• An ability to adopt a logical approach to resolving problems.
• You have a great eye for detail and know when to refer a potential complaint or fraudulent claim.

Who You Are

• Naturally empathetic, you know how important it is to deliver exceptional customer service.
• You can make decisions quickly and know when to refer or escalate for a second opinion.
• You are a quick learner and able to embrace change.
• You are a self-starter who likes to take ownership but can also thrive in a team while ensuring quality output.
• You always seek ways to improve processes.
• You’re able to see the bigger picture and support any aspect of the team to achieve our larger goals.

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 for subscriptions, classes, or other perks.
• Sabbatical Leave — 4-week fully paid sabbatical after 4 years of service.
• 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.
• Learning and development — Personal budgets for books and training, plus 2 days per year to further your skillset.
• Private health care — Benefits from Vitality, including gym discounts and smartwatch discounts.
• Medical cash plan — Support for dental, optical, physio, and more.
• Tech scheme — Access the latest tech for less.
• Plus all the rest: 33 days holiday, pension, cycle to work, monthly team socials and company-wide socials.

Our process

We break it up into 3 stages:

• A video screen with a Talent Acquisition team member (30 mins).
• A technical interview with our Third Party Damage team (1 hour).
• A cultural interview with a senior team member (1 hour).

Background checks

To meet regulatory obligations as an FCA-authorised financial services company, we perform background checks on all new hires, including a DBS check and ensuring no live criminal proceedings. If you have questions, please ask our Talent Acquisition team.

Everyone belongs at Marshmallow. We are committed to hiring without judgment, prejudice or bias and encourage everyone to apply regardless of gender identity, race, ethnicity, sexual orientation, age or background. We’re building an inclusive culture where people feel they belong.

Recruitment privacy policy — Our recruitment privacy notice explains how we process and handle your personal data. Please view it here.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Finance and Sales
• Industries: Insurance