Direct Line Motability Fraud Handler

5 months ago

Liverpool, United Kingdom Direct Line Group Full time

**Direct Line Motability Fraud Handler**

**Liverpool - Hybrid (1 day a week in the office)**

**Full Time, Permanent Position**

**Let’s be brilliant for our customers**

Join us as a Motability Fraud Handler, where you'll be at the forefront of claims integrity, ensuring optimal resolutions, and protecting business interests. Dive into the world of fraud prevention, claims management, and customer satisfaction.

**About us**:
At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

**What you’ll be doing**:
Reporting directly to the Claims Team Leader, you'll provide support to our customers and third-party claimants throughout their claims journey, utilising established claims processes and strategies to achieve the optimal resolution and settlement. You could manage both injury and non-injury motor claims within the scope of your Claims License.
- Register new cases or manage assigned cases to progress claims within the defined personal authority level, following established standards, procedures, and provided guidance
- Allocate case reserves, up to a defined monetary value and within your agreed Claims Licence
- Respond to customer queries and follow agreed processes, policies, and procedures to ensure the consistent achievement of customer service and satisfaction standards, thereby supporting the delivery of KPIs and SLAs for our Corporate Clients
- Promptly refer claims that exceed personal authority limits to the appropriate channels following the agreed referral process
- Assess claims against relevant criteria and your experience to identify actual or potential issues, involving others to minimise leakage and safeguard the business's interests
- Manage interactions with customers and third-party claimants, ensuring courteous and timely communication to deliver high levels of customer satisfaction
- Coordinate the use of approved internal and external suppliers to facilitate the repair, replacement, and provision of suitable goods and services to customers and third parties
- Comply with DLG's required standards of excellence, best practices, operational effectiveness, group, legal, and regulatory requirements
- Identify and refer claims for further investigation where appropriate, such as for fraud or policy indemnity concerns
- Build strong relationships with our Legal Panel to control indemnity spend
- Provide telephony support to operational teams when appropriate

**What we’re looking for**:

- Previous experience handling Fraud Claims
- Strong knowledge of fraud detection techniques, including identifying red flags and suspicious activity in insurance claims
- Proficiency in managing claims through the entire process, from initial reporting to resolution, including documentation, evaluation, and settlement
- Knowledge of insurance regulations, best practices, and legal requirements related to handling claims, including those involving fraud
- Proficiency in managing and prioritising a caseload, including allocating case reserves, following established standards and procedures

**What we offer in return**:
We wouldn’t be where we are today without our people and the wide variety of perspectives and life experiences they bring. That’s why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

- Generous 9% employer pension contribution
- 22 days holiday allowance (plus the option to buy or sell up to 5 days each year)
- 50% off home, motor and pet insurance
- Free travel insurance and Green Flag breakdown cover
- Additional optional Health and Dental insurance
- Plus, many more

There’s no-one else like you. No-one with the exact same mix of strengths, quirks, skills and thoughts. That’s why you could belong here. As part of a team of brilliant individuals, in a place that empowers you to be the best you can be.

We’re proud of who we are, of what we do, and what every single one of us brings. Every person, team, Squad, Tribe and Chapter, across every business that makes our Group. And we’re happy to say we’re customer obsessed.

Join us. Help us keep innovating and putting customers at the heart of everything. To be an insu

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