Home Liaison Team Advisor

Overview:
**Role Purpose**

Where further investigation is required either appoint suppliers or retain for In House Investigations and Handling.

Maintain good working relationship with suppliers.

Ensure that reserves and payments are accurately executed on the Home Liaison Team portfolio of claims.

The role holder will be responsible for appropriately and compliantly acting upon industry intelligence in order to protect Co-op from the threat of Insurance fraud.

The role holder will be required to take steps to protect Co-op from the threat of Insurance fraud. This activity will include the identification of suspected fraudulent claims and contributing to the claims fraud savings target.

**Responsibilities**:
**Areas of Accountability**
- Review potentially fraudulent home claims, making an informed decision on whether a further investigation is warranted. Arranging the investigation through retention in HLT or through an appropriate supplier, where necessary or facilitating settlement on claims where no concerns are identified.
- Provide support, advice, guidance and information in area(s) of specialism to resolve enquires and requests effectively from other areas of the business.- Produce and process all documentation in an accurate and timely manner and ensure that the information passes to colleagues responsible for these activities.
- Ensure at all times the advice and services provided are consistent with all relevant procedures, processes, standards, behaviours and performance targets.
- Participate in activities to plan and implement activities to improve operating processes or procedures.
- Keep up to date in area of specialism and develop skills and capabilities.
- Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business.
- Ensures consistent Best Practice is adopted for reporting requirements on Proven Fraud claims to SIRA, IFB, IFR and IFED where applicable.
- Develop and maintain an extensive knowledge and experience of relevant Co-op products, services and solution frameworks.
- Support the work of team colleagues, providing appropriate help, thereby enabling the team to improve its capability, to operate efficiently and maximise performance.
- Support performance assessments and contribute to activities to improve the suitability and quality of the support provided.
- Understand the Co-op complaint handling procedure and ensure any complaints received are recorded in line with this process.
- Responsible for appropriately and compliantly acting upon industry intelligence in order to protect Co-op from the threat of Insurance fraud.
- Responsible for submitting to the IFB Intelligence submissions, where appropriate, in order to assist both the Coop and Wider Industry in counter-Fraud activity
- To compliantly handle regulatory disclosure requests under Schedule 2.1.2 of the Data Protection Act if required.
- To work closely with the Fraud Underwriting Area in order to ensure that Co-op have a joined up and holistic approach to tackling insurance fraud.

Qualifications:

- Good level of experience of claims fraud and/or associated fields.
Good understanding of industry issues
- Good understanding of the provisions of Section 2.1.2 of the Data Protection Act
- Strong analytical skills
- A frontline expert in Claims
- Understand what is needed to meet internal and external customer requirements
- Ability to plan and prioritise effectively
- Broad understanding of company policies
- Developed analytical and problem solving skills
- Demonstrated ability in stakeholder management
- Well-developed persuasive skills
- Strong time management skills and ability to maintain a diverse work schedule
- Communicates both written and verbally in style appropriate to audience
- Good understanding of relevant operational and IT systems