Job Description

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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.

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How we work

We're really proud of the culture we've created. We push for progress every day, because we know that we'll only hit big milestones by taking lots of smaller steps. We're always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer's needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact.

And autonomy and ownership are only possible with clear direction. That's why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we're as aligned as possible across functions, most of our work rolls up into three tribes; Acquisition, Retention & Claims. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We're so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our Culture Handbook to find out more.

The Credit Hire team at Marshmallow

Our Credit Hire team is focused on managing and resolving credit hire claims efficiently and fairly, ensuring our customers receive the support and compensation they deserve. We handle a wide range of cases, from straightforward claims to more complex scenarios involving non-GTA credit hire and litigation. The team works closely with other departments to negotiate settlements, reduce costs, and deliver clear communication throughout the claims process.

What you'll be doing

Manage and assess credit hire claims, ensuring accurate evaluation of liability and indemnity Handle both protocol and non-GTA credit hire claims, adapting to the specific requirements of each process Collaborate with cross-functional teams to negotiate settlements and achieve cost-effective resolutions in credit hire cases Maintain clear and empathetic communication with policyholders, credit hire organisations, and third parties throughout the claims process Support continuous improvement initiatives by providing insights and feedback on credit hire handling procedures Contribute to team goals by managing a portfolio of credit hire claims efficiently and meeting performance targets Stay informed on relevant regulations and industry standards related to credit hire to ensure compliance and best practices

Who You Are

You are proactive and adaptable, able to manage a dynamic workload and shifting priorities with a positive attitude. You have strong communication skills, able to negotiate effectively and build rapport with various stakeholders including credit hire organisations and solicitors. You are detail-oriented and analytical, motivated to understand case nuances and contribute to cost-saving strategies. You thrive in a collaborative environment, eager to learn, share knowledge, and support your team to deliver excellent customer outcomes.

What You'll Bring

Proven experience handling credit hire claims, ideally within the UK motor insurance sector, with a strong understanding of liability and indemnity Demonstrable knowledge of credit hire processes, including non-GTA credit hire claims up to 25,000 in value Familiarity with protocols and non-ABI procedures, with the ability to apply these in credit hire negotiations Experience working with payment packs, assessing credit hire claims, and negotiating settlements to achieve cost savings Strong communication skills with the ability to collaborate effectively across teams and engage with external stakeholders such as credit hire organisations and solicitors
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Our process

We break it up into a few stages:

Initial call with a member of the Talent Acquisition team (30 mins) An experience and competency interview (incl. a task) with the Credit Hire Team Leads, who will explore your suitability for this role (1-1.5hrs) A culture interview with the Operations Manager to check that your work style fits our processes and values (1 hour)
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Perks of the Job

Flexible working

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Spend two days/month in our 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 w*ant. Whether that's subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
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 Mental wellbeing support - Access therapy and mental health sessions through Oliva 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; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

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Background checks

To meet our regulatory obligations as an FCA-authorised financial services company, we need to do some background checks on all new hires. That means carrying out a DBS check and making sure you don't have any live criminal proceedings. Feel free to ask our Talent Acquisition team if you have any questions about this!

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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.


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.

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Recruitment privacy policy

We take privacy seriously here at Marshmallow. Our Recruitment privacy notice explains how we process and handle your personal data. To find out more please view it here.