Customer Care Specialist – Claims Live Chat

Marshmallow

Customer Care Specialist handling motor claims interactions through live chat and email. Ensuring customer satisfaction and effective claims management in a fast-paced environment.

Posted 5/5/2026full-timeBudapest • 🇭🇺 HungaryMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

No insurance experience is required
Previous experience in customer-facing roles is desirable
If you have experience in an online customer support role this is a big plus
Excellent written and verbal communication skills
A desire to grow your own claims-handling ability whilst helping others to improve their own skills and decision-making

Benefits

Comp & perks

Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you!
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
Competitive bonus scheme - designed to reward and recognise high performance
SZÉP card - Budget to spend on meals, leisure and accommodation
Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years
Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office
Medicover Blue package - An exclusive pass to top-notch healthcare services
Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

customer experiencecommunication skillsorganisational skillsproblem-solvingteam supportdecision-makingpattern recognitioncustomer query resolutioncaseload managementescalation handling