Marshmallow
financial services
FNOLHandler(Motorclaims)
“FNOL Handler (Motor claims) at Marshmallow. Skills: FNOL, motor claims, customer communication, data accuracy, fraud detection. Receiving FNOLs by phone and digitally. logging new claims accurately with correct initial reserves”
What You'll Achieve.
capture accurate information with meticulous attention to detail; managing high call volumes; maintaining service standards; ensure only genuine claims are progressed; ensure file is correctly updated before instruction; handling difficult situations before they become complaints
Industry & Context.
Making liability decisions; identifying third party intervention opportunities; using assessment tools and case law to establish fault; identifying inconsistencies; recognising potential fraud indicators; identifying material financial risks
One in three weekend rotation pattern, working from the London office once every fortnight, not in a position to offer sponsorship and/or a visa
What They're Looking For.
Must Have
Previous motor claims experience in an FNOL or other customer-facing claims role, written and verbal communication skills for clear customer and case communication, Confidence using multiple digital systems at the same time while maintaining accuracy, Experience identifying inconsistencies, maintaining data quality and recognising potential fraud indicators
What You'll Do.
Receiving FNOLs by phone and digitally
logging new claims accurately with correct initial reserves
ensuring all data requirements are captured from the first contact
Making liability decisions
identifying third party intervention opportunities
using assessment tools and case law to establish fault and communicate it clearly to the customer at point of first notification
Comparing/validating information given by customers
being alert to fraud & indemnity concerns to ensure only genuine claims are progressed (escalating where necessary to our specialist fraud/UW team)
Instructing the right partners at the right time
ensuring file is correctly updated before instruction
Verifying and monitoring claims received digitally
following up with customers where additional information is needed
responding to fraud and underwriting referrals
identifying material financial risks (credit hire
Section 152 notices) for escalation
Keeping policyholders updated through their preferred channel
handling difficult situations before they become complaints
identifying vulnerable customers
encouraging positive feedback where appropriate
How You'll Work.
Communication Scope
clear customer and case communication; plain language
Applying for this FNOL Handler (Motor claims) role?
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