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Claims Fraud Team Leader

2 months ago

Manchester, United Kingdom First Central Services Full time

We are seeking a highly skilled and experienced Claims Fraud Team Leader to join our team at First Central Services. As a Claims Fraud Team Leader, you will be responsible for supervising and providing motivational direction to a Claims Fraud team of Fraud Investigators to ensure delivery of an efficient and effective service to the business and Counter Fraud teams.

Key Responsibilities:

  • Supervise and motivate a team of Fraud Investigators to ensure delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.
  • Support the Claims Fraud Operational Manager with process reviews and implementation of strategic initiatives.
  • Manage departmental procedures specifically in relation to Claims Fraud procedures and drive improvements in processes, procedures and systems.
  • Be responsible for all fraud workstreams and ensure that these are investigated, validated and controlled within agreed metrics and SLA.
  • Conduct regular reviews into Fraud referral frequencies to identify trends, behaviours and opportunities.
  • Ensure MI is accurately recorded in relation to key stages within the investigative lifecycle, to allow accurate reporting on our performance against key objectives/targets.
  • Monitor and review complaints to establish upheld rates, root causes and process improvements.
  • Ensure all new claims are investigated thoroughly in line with agreed processes and are validated while maintaining a good degree of customer satisfaction.
  • Provide support to the team and be a referral point for handling customer complaints to achieve a positive outcome.
  • Monitor and manage the department's key performance indicators to ensure that department and team targets are met.
  • Be responsible for telephony performance, ensuring calls are serviced in line with SLA and quality expectations.
  • Act as a Subject Matter Expert, leading and supporting projects with the Counter Fraud Services department.
  • Build and support relationship management with all CFS and Claims departments.
  • Build and support relationship management with key fraud suppliers, including reporting and escalation of issues.
  • Work closely with outsourced providers to deliver a high level of service to customers, ensuring performance mirrors internal rates/outcomes.
  • Conduct regular reviews to check the accuracy and quality of the team's work.
  • Set targets for agents and deliver coaching and feedback to the team to achieve KPI's and SLA's, and conduct regular performance reviews, including probationary reviews and annual appraisals.
  • Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
  • Lead the recruitment process and arrange the training of new recruits, or re-training of current employees when required.
  • Ensure all Fraud Investigators are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
  • Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.

Requirements:

  • Extensive motor insurance experience and claims fraud technical handling capability.
  • A strong background of litigation relating to claims suspected of fraud.
  • A strong background in leading a team, performance management, setting, managing team objectives and disciplinaries.
  • A strong background of leveraging MI to drive performance at an individual, team and departmental level.
  • Understanding of claims fraud handling.
  • Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to claims.
  • Comprehensive understanding of regulatory requirements and company principles.
  • Excellent time management and organisation skills.
  • Strong leadership and people management skills with the ability to motivate employees in a high-pressurised environment.
  • Strong analytical and problem-solving skills, with the ability to identify inconsistencies and trends (using excel & power-bi).

We are committed to providing a flexible working environment and are happy to discuss flexible working arrangements during the recruitment process.