Marshmallow

Operations

• Supporting our broker and dealer partners to get Hire Purchase deals completed - think chasing invoices, discussing loan limits/deposits, setting clear expectations to move deals forward
• Assessing applicant affordability and suitability using our Underwriting Guidelines, Credit Risk models and interpreting both agency credit report data and Open Banking reports
• Making decisions (with guidance initially) on who we should lend to
• Identifying areas where processes can be improved via automation and AI, and working closely with our engineering team to implement ideas
• Working with the Car Finance Ops Team Lead, GM and Head of Risk to set and track performance KPI’s, constantly challenging what ‘great’ looks like
• Actively collaborating with cross-functional teams including Engineering, Product Design and Risk, as well as wider parts of the business (Complaints, Collections) to resolve complex issues
• Providing real-time customer support via email, phone etc, ensuring effective and efficient communication - everything from welcome calls to our new customers through to setting up payment plans with customers who have missed payments
• Abandoned Basket (ABBA) conversion - turning ‘stuck’ deals into completed deals using your initiative and determination
• Adapting your ways of working quickly - processes and software change rapidly in car finance - no two days will be the same!

Operations Executive

Collections

• The Senior Collections Executive plays a crucial role in Marshmallow’s financial health by recovering outstanding balances in a fair, responsible, and compliant manner.
• This role involves supporting customers through their repayment journey, offering tailored solutions that align with FCA regulations and the Consumer Duty.
• As a Senior Collections Executive, you will engage with customers in financial arrears, guiding them toward sustainable repayment solutions while maintaining a positive customer experience, even in challenging circumstances.
• By balancing negotiation, empathy, and compliance, you will help customers manage their obligations while protecting the business from financial risk.
• Respond to customer queries across phone, chat, and email with empathy and clarity, maintaining Marshmallow's tone of voice.
• Engage with customers before and after policy cancellation to address outstanding balances and resolve any issues.
• Guide, negotiate, and influence customers to clear outstanding debt through tailored, supportive solutions.
• Follow structured workflows but exercise greater judgment to adapt solutions based on customer context.
• Handle customer complaints and resolve conflicts effectively.
• Prioritise multiple tasks while maintaining high-quality standards across interactions and case notes.
• Process and manage policy cancellations accurately and in line with internal procedures.
• Manage and submit chargeback evidence to resolve disputes promptly and compliantly.
• Collaborate with internal teams (e.g. Underwriting, Claims, Premium Finance) to resolve customer and debt-related queries.
• Support vulnerable customers and escalate complex cases to Specialists or Team Leaders when needed.
• Respond to internal Slack queries and support knowledge-sharing across the team.
• Identify recurring blockers or inefficiencies and raise improvement suggestions.

Senior Collections Executive

• Own day-to-day performance of pre- and post-cancellation collections activity, ensuring delivery against cash, cure and coverage targets.
• Drive consistent, repeatable execution of high-impact recovery levers (e.g. forward-flow card charging and structured retry strategies).
• Ensure operational cadence across in-house recovery, external handover, and longer-dated balance strategies.
• Monitor and optimise recovery timing, treatment sequencing, and channel effectiveness to improve early-stage recovery and reduce aged debt.
• Embed data-led targeting into collections activity, including optimisation of charging windows, retry logic, and treatment strategy.
• Work closely with Engineering and Analytics to automate charging, messaging, and account progression through the recovery journey.
• Reduce manual interventions and fragmented processes by driving system integration and workflow improvements.
• Continuously test and refine recovery strategies to increase sustainable run-rate performance rather than episodic uplift.
• Operationalise and manage Debt Collection Agency (DCA) handovers following completion of in-house recovery cycles.
• Support preparation for strategic balance sheet levers such as debt sale, including eligibility definition, operational readiness, and governance.
• Ensure appropriate controls and oversight of third-party partners, maintaining regulatory compliance and strong customer outcomes.
• Partner closely with Claims, Finance, Compliance, Product, and Data teams to ensure the collections operation is supported end-to-end.
• Ensure customer-liable balances are created and transferred into collection strategies within agreed SLAs to maximise recoverability.
• Support integration of data sources payment tooling to improve targeting and affordability-aware engagement.
• Contribute to planning cycles, translating business objectives into operational execution plans.
• Ensure collections activity adheres to FCA requirements and Consumer Duty principles.
• Maintain robust oversight of vulnerable customer treatment, affordability considerations, and fair engagement practices.
• Identify operational risks within the recovery journey and implement scalable mitigations.
• Support audit, compliance reviews, and third-party governance requirements.
• Lead and develop team leaders and frontline collections colleagues, building a high-performance, accountable culture.
• Embed clear KPIs aligned to cash recovery, cure performance, quality, and customer outcomes.
• Coach managers to use data effectively in performance management and decision-making.
• Contribute to organisational design and workforce planning as recovery strategy evolves.
• Champion continuous improvement and ownership across the team.

Senior Collections Operations Manager

• Lead the end-to-end complaints operation, overseeing complaint handling across investigation and FOS-related workstreams through your team leaders and wider function
• Drive operational performance across the department, improving efficiency, quality and consistency while maintaining strong regulatory standards
• Use complaints insight to influence the wider business, partnering with product, operations and other stakeholders to address root causes and reduce complaints at source
• Shape and improve complaints processes and procedures, balancing customer, commercial and regulatory considerations in how the function operates
• Play a leading role in complaints transformation, including the implementation of AI tooling and new ways of working to automate and streamline processes
• Support and develop your teams, building engagement, accountability and strong delivery in a function going through change

Senior Complaints Operations Manager

Customer Support

• Real-Time Support: Providing exceptional support via live chat, ensuring clear, empathetic, and professional communication.
• Your Onboarding: This journey is designed to empower you through classroom sessions, coaching, and shadowing. You’ll start with dedicated training to master our core processes as you learn to navigate the customer journey with confidence.
• Broadening Your Impact: As you master the role, you’ll support the full customer journey, guiding them through their most critical moments. You’ll play a direct role in our commercial success and long-term business growth.
• Continuous Improvement: You’ll collaborate with cross-functional teams (Claims, Fraud, QA, and Knowledge Management) and work alongside senior agents and coaches to improve our internal processes.
• Development & Performance: Working closely with your Team Leader, you’ll track your progress through CSAT scores, quality audits, and productivity metrics. You’ll also receive specialist training on supporting vulnerable customers and handling complex complaints.

Customer Care Executive

Data Scientist

• Provide technical leadership for data science across Claims Fraud, shaping the approach to risk decisioning and fraud detection in partnership with Product and Engineering.
• Design, build and iterate on production ML and Generative AI/LLM systems that support claims validation and automation.
• Collaborate closely with other Claims data scientists to bring system-level thinking to how models, data and workflows fit together, identifying architectural improvements needed to scale decisioning and reduce time-to-production.
• Be vocal about the platform and tooling investments needed (monitoring, feedback loops, QA) to achieve AI-driven end to end claims automation.
• Advocate for robust, scalable, and strategically aligned technical solutions in cross-functional discussions, ensuring current systems and infrastructure contribute to the multi-year vision for automated claims handling.
• Set a high bar for statistical rigour, experimentation and measurement, helping improve how Claims performance and uncertainty are understood and communicated to senior stakeholders.

Principal Data Scientist

Financial Planning and Analysis

• Supporting our broker and dealer partners to get Hire Purchase deals completed - think chasing invoices, discussing loan limits/deposits, setting clear expectations to move deals forward
• Assessing applicant affordability and suitability using our Underwriting Guidelines, Credit Risk models and interpreting both agency credit report data and Open Banking reports
• Making decisions (with guidance initially) on who we should lend to
• Identifying areas where processes can be improved via automation and AI, and working closely with our engineering team to implement ideas
• Working with the Car Finance Ops Team Lead, GM and Head of Risk to set and track performance KPI’s, constantly challenging what ‘great’ looks like
• Actively collaborating with cross-functional teams including Engineering, Product Design and Risk, as well as wider parts of the business (Complaints, Collections) to resolve complex issues
• Providing real-time customer support via email, phone WhatsApp etc, ensuring effective and efficient communication - everything from welcome calls to our new customers through to setting up payment plans with customers who have missed payments
• Abandoned Basket (ABBA) conversion - turning ‘stuck’ deals into completed deals using your initiative and determination
• Adapting your ways of working quickly - processes and software change rapidly in car finance - no two days will be the same!

Senior Customer Operations Executive, Car Finance

Performance Marketing

• Take ownership of day-to-day Paid Social channel activities to deliver effective performance.
• Manage and optimise budgets across campaigns focussed on efficiency and delivery against KPI and key results.
• Execute integrated full-funnel campaigns across awareness, prospecting and retargeting.
• Actively collaborate with data on existing and evolving KPI and metric frameworks.
• Brief and iterate creative with internal creative partners based on performance and audience insights.
• Support the setup and execution of incrementality or lift testing in partnership with data team.
• Identify cross-channel opportunities and share insights on audience and creative.
• Confidently forecast channel level performance to support planning and budget management.
• Partner with the influencer team to activate and include influencer content in paid social campaigns.
• Report to stakeholders, translating performance into business outcomes.