Complex Credit Hire Handler

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.

About the team

This role owns a varied portfolio, including specialist credit hire claims such as taxi and motorbike hire, ensuring that liability and indemnity is investigated, setting accurate reserves and negotiating settlement.

It supports our goals around fair, efficient claims outcomes and strong loss-ratio performance.

What you'll be doing

• Manage a portfolio of Third Party Property Damage (TPPD) and Credit Hire claims, progressing them efficiently in line with our processes.
• Handle credit hire claims across specialist vehicle types, including taxi and motorbike hire, applying the correct rates, hire periods and agreements.
• Triage and manage inbound communications effectively, routing work to support timely claim resolution.
• Investigate claims and assess liability and indemnity with policyholders, witnesses and third parties to identify recovery opportunities and make sound decisions.
• Keep policyholders informed with clear, empathetic communication throughout their claim journey.
• Set and maintain claim reserves and process payments in line with our reserving approach.
• Detailed notes left on the claims system, explaining action, trail of through and next steps.
• Accurate reserve setting on files to reflected expected payouts.
• Housekeeping to ensure accuracy on our claims system.
• Professional communication either with the customer or the third party representatives.

We offer a flexible hybrid work model, with the team coming together at our London office once every two weeks.

Your expertise

• Hands-on experience managing Credit Hire and Third Party Property Damage (TPPD) claims, including challenging hire periods, rates, and credit hire agreements.
• Experience handling credit hire claims across specialist vehicle types, including taxi and motorbike hire.
• Confidence in negotiating settlements over the phone and email.
• Solid grasp of relevant case law and when to apply it, and confidence discussing liability and indemnity decisions.
• Comfortable setting and maintaining reserves and processing payments within agreed authority levels, with a track record of sound, independent decision-making.
• Used to managing a varied caseload at pace, prioritising effectively and keeping claimants and third parties informed throughout.

Who you are

• You balance commercial judgement with a customer-focused approach.
• You make decisions confidently and know when to escalate for another view.
• You stay organised and prioritise well when managing multiple cases at pace.
• You look for better ways of working and support wider team goals, not just your own caseload.

Perks & benefits

• Bonus scheme designed to reward high performance
• Private medical insurance with Vitality, mental health support with Oliva
• Personal learning budget and 2 dedicated L&D days a year
• Monthly flexible benefits budget to spend as you choose
• 25 days holiday plus bank holidays
• 4 weeks Work From Anywhere per year

Our process

1. Initial call with a member of our Talent Acquisition team.
2. Interview with two members of the Claims team.

We review every application and will always let you know the outcome, though we're unable to provide individual feedback at application stage.

#LI-PT1

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.