Marshmallow

Customer Support

• Interacting with existing customers who have made a motor claim, solving their queries via live chat and email to provide an all-round great customer experience, keeping our TrustPilot score high and meeting individual targets related to quantity and quality
• Liaising with our policyholders and external partners to ensure a seamless customer experience; using various communication channels to keep all parties updated throughout the process
• Managing your own caseload in an organised and efficient manner
• Ensuring all claims in your caseload contain accurate and complete information Maintaining accurate reserves and diaries to reduce the risk of leakage
• Making accurate liability and indemnity assessments to ensure claims are directed down the correct path. Where appropriate, flagging third-party intervention opportunities to the Intervention Team.
• Proactively spotting patterns in the frustrations or hopes of our customers, identifying where and how we can change our processes, tools or product to improve our ways of working and improve the customer experience
• Supporting other team members with more complex and escalated scenarios, and monitor activity across the team to look for areas of opportunity or risk

Customer Care Specialist – Claims Live Chat