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Join Marshmallow as a Complaints Handler and Shape the Future of Inclusive Insurance Services
Overview
Salary No salary declared 😔
Location London, UK
Nomad Friendly? 
100% Remote- Worldwide
Expires Expires at anytime
Organisation summary
Marshmallow is a progressive insurance company with a mission to support those who dare to venture beyond the conventional. Recognizing the unfair insurance premiums imposed on newcomers to the UK, Marshmallow pioneers in offering equitable solutions for underserved communities. This dynamic company not only addresses pressing financial disparities but also champions innovation and inclusivity within the insurance sector, making it an exhilarating place to grow your career.
Role Summary
- Act as the liaison for the Financial Ombudsman Service (FOS).
- Oversee and manage the FOS complaints process.
- Monitor the FOS Complaints inbox and maintain regular communication with FOS investigators.
- Handle and investigate complex FOS complaints.
- Contribute to product and process enhancements by providing insights to the Complaints Lead.
Role Requirements
- Proven experience in FOS Complaint Handling.
- Motor Insurance knowledge is advantageous.
- Strong written and verbal communication skills.
- Understanding of insurance fraud and fraud prevention measures is beneficial.
Application Process Details
- Initial discussion with Talent Acquisition.
- Skill-based interview.
- Culture fit interview.
- Background checks for regulatory compliance.
About Marshmallow We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. We serve people that are often overlooked by financial services companies, solving important problems for people who need it most.
The role As a Complaints Handler, you will act as the point of contact for the Financial Ombudsman Service (FOS) and manage the FOS complaints process at Marshmallow. You will be responsible for monitoring the FOS Complaints inbox, communicating with FOS investigators regularly, handling FOS complaints, and investigating complex cases. You will also provide regular feedback to the Complaints Lead and work with them to improve our product and processes.
Job requirements Experience in FOS Complaint Handling is a must. Motor Insurance experience is desirable but not essential. Excellent written and verbal communication skills are required. Knowledge of insurance fraud and fraud prevention is a plus.
Benefits We offer flexible working, a competitive bonus scheme, a flexible benefits budget, sabbatical leave, work from anywhere policy, mental wellbeing support, learning and development opportunities, private health care, a medical cash plan, tech scheme, and 33 days holiday. We also have a pension and cycle to work scheme, and we host monthly team socials and company-wide socials every month.
Application details Our process is broken up into 3 stages: an initial call with a member of our Talent Acquisition team, a skill-based interview, and a culture interview. We will carry out background checks on all new hires to meet our regulatory obligations as an FCA-authorised financial services company.
