Claims Validation Handler

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 role The Claims Validation Team exists to help to defend Marshmallow against fraudulent activity, and to protect the company loss ratio. Fraudulent claims can result in us losing money, which can then result in driving up the premium prices for our honest customers. We’re here to stop that, by making sure that the right claims are reviewed for any policyholder or indemnity related concerns. You will be reviewing indemnity referrals flagged by our wider claims team, where it has been identified at the point of claim that customers have misrepresented their policy details, and deciding upon the appropriate course of action for the policy and claim. You will also be investigating first party claims by communicating with our policyholders by phone and email and conducting follow up investigations. Additionally, you will work proactively and efficiently to minimise leakage and contact customers regarding document requests or any necessary changes to their policy, providing excellent customer service.

Job requirements You have an investigative mindset with strong attention to detail and accuracy. You are confident in good decision making, and can work efficiently under pressure. You have strong communication skills and are comfortable in liaising with other teams from across the business. You enjoy working in a high growth environment and are adaptable to change and balancing conflicting priorities. You are a self-starter who likes to take ownership. You take pride in delivering an excellent customer experience and enjoy interacting with our customers. You are tenacious and persistent; knowing when further investigation can lead to positive commercial outcomes for the business.

Benefits Hybrid working - Spend 2 days a month 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. 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; 25 days holiday (+ bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!