Senior Claims Fraud Handler in London

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.

The Claims Team
Most claims teams move slowly. Processes, sign-offs, and outdated systems get in the way of good decisions. At Marshmallow, we move faster. We're commercially strong, tech-powered, and built to give claims experts the tools, insight, and freedom to make sharper calls for customers. We look for people with deep expertise who are restless for a better way of working. If you've ever felt held back by bureaucracy, you'll find the autonomy, pace, and stretch at Marshmallow that let you do your best work — and keep learning as you go.

What you'll be doing:

• Investigating and case managing complex, high value and organised fraud motor claims.
• Coaching and mentoring team members, assisting with their ongoing professional development.
• Act as an escalation point for colleagues on complex matters.
• Building strong relationships across the business to ensure smooth collaboration and knowledge sharing.
• Identifying opportunity and driving process improvements, acting as a Subject Matter Expert where necessary.
• Working collaboratively with external suppliers to ensure thorough instructions are provided and investigations are completed.
• Conducting Quality Assurance reviews of team members.

Who you are:

• You have experience handling motor claims across various heads of damage from FNOL to litigation/settlement.
• You set a high bar, consistently achieving success in your investigations.
• You've worked within a Motor Claims Fraud team.
• You are comfortable managing a caseload and maintain high quality in a fast paced environment.
• You're comfortable with handling complex fraud cases and designing strategy for investigation of organised fraud groups.
• You're an excellent communicator who actively contributes to discussions, driving fraud awareness amongst your colleagues.
• You're motivated to create and improve processes and build strong relationships at all levels.

What we're looking for from you:

• Equally comfortable working independently and as part of a team.
• Experienced in property damage, personal injury, credit hire claims from notification to litigation.
• Experience of handling Scotland claims is advantageous.
• Experience investigating fraud networks and collaborating with other teams and external suppliers.
• A strong understanding of indemnity, liability and their impacts on the claims process.
• Adept in providing excellent customer service and treating customers fairly.
• Confident communicating and negotiating with third party representatives.
• Organised and able to manage own workload and competing priorities.

Perks of the job:

• Flexible working: Spend 1 day per fortnight with your team in our new collaborative London office, and own your own working hours.
• 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.
• Learning and development – Personal budgets for books and training courses to help you grow in your role.
• Mental wellbeing support – Access therapy and mental health sessions through Oliva.
• Private health care - Enjoy all the benefits Vitality has to offer.
• Medical cash plan - To help you with the costs of dental, optical and physio.
• Tech scheme - Get the latest tech for less.
• Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process:
We break it up into 3 stages:

• Initial call with someone in our Talent Acquisition team (30 mins).
• A skill-based technical interview where you will discuss your previous experience with 2 members of the team (1 hour).
• A culture interview to check that your work style fits our processes and values (1 hour).

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.

Background checks:
As part of our commitment to maintaining a safe and trustworthy environment, we'll carry out standard background checks, including a DBS and a Cifas check.

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.