Counter Fraud Motor Claims Referral Lead
4 weeks ago
We are seeking a highly skilled Counter Fraud Motor Claims Referral Lead to join our team at Direct Line Group. As a key member of our Counter Fraud Operations Department, you will play a crucial role in identifying and investigating insurance fraud, ensuring that our customers are treated fairly and that our business is protected.
Key Responsibilities- Deliver Counter Fraud benefit by identifying and investigating insurance fraud and undertaking investigations to validate or substantiate concerns.
- Effective portfolio management, including proactive review of new work and conversion to detected benefit, whilst ensuring SLA's and the lifecycle of cases are kept within process guidelines.
- Lead and participate in identifying departmental opportunities and new workstreams to continuously improve the way we work.
- Provide feedback to team leader for handler development, analysing team performance and highlighting trends and opportunities.
- Technical referral point for team members and the wider department, sharing industry updates, providing coaching, mentoring, signing off key decisions, undertaking quality reviews.
- Effectively manage and control fraud rings/ linked operations, ensuring adherence to agreed strategic approach and outcomes.
- Use your knowledge to coach and develop your colleagues to achieve desired outcomes.
- Recognise and discuss any potential opportunities, risks or problems in order to continually improve the way we work.
- Understand the balance between preventing fraud and treating our customers fairly, removing innocent parties from the process at the earliest opportunity and minimising avoidable complaints.
- Provide advice, guidance and direction to relevant key stakeholders including, but not limited to; Underwriting, Customer Relations, AML, Internal investigations, Bodily Injury, Motor Claims, Home Claims and Technical and Large Loss to maximise fraud detection opportunities.
- Mitigate spend and control the cost of investigations by identifying threats, leakage and where appropriate referring to senior staff members. Have knowledge, understanding and control of file reserving when required.
- Conduct cognitive investigation interviews, assessing behaviour and fraud types, ensuring informed decisions are made.
- Demonstrate capability in preventing and detecting insurance fraud, with the ability to effectively manage potential outcomes including, but not limited to; cancellation, voidance, repudiation, negotiating settlement, litigation and recovery.
- Management of customer expectations, including enquiries into indemnity, liability and updating them appropriately throughout the lifecycle of an investigation.
- Demonstrate all cases adhere to legislation and risk regulations set internally and by external governing bodies.
- You will have a background in Motor insurance claims.
- At least 12 months experience working in a claims fraud role.
- Excellent organisational and time management skills.
- Good communication skills.
- Ability to prioritise and manage workload efficiently.
We offer a range of benefits to support your career and wellbeing, including:
- 9% employer contributed pension.
- 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover.
- Additional optional Health and Dental insurance.
- Generous holidays.
- Buy as you earn share scheme.
- Employee discounts and cashback.
- Plus many more.
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
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