Fraud Team Leader - Haywards Heath, United Kingdom - First Central

First Central

Verified Company

Haywards Heath, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

We're First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

Are you looking for a new career with a fast-growing, dynamic company? Well look no further We need a
Fraud Team Leader to join our growing operations team in
Haywards Heath, West Sussex.

-
Generous competitive starting salary of up to £34,000 Depending on experience:

Home working opportunity of 3
days a week from home and 2
office days
following training and passing your
probation:

-
Monday to Friday working hours:

Minimum
25 days' holiday plus bank holidays
(and the chance to buy and sell days):

-
A 'YOUday', an extra day off to spend however
you want.

The clue's in the name:
-
'Your Time in Need' five days' paid leave for
compassionate or emergency reasons:

A paid day off every year for charity work:

-
Fantastic training and development:

A fun, energetic and lively working environment

You'll supervise and provide motivational direction to a team of Policy Review Specialists to ensure delivery of an efficient and effective service to the business and Counter Fraud teams at the same time ensuring delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.

Fraud Team Leader Job Responsibilities:

Ensure delivery of the CFS business plan and targets.
Provide regular reports to the CFS Operations Manager on the status of objectives, KPI's and SLA's
Assist and provide guidance to the Policy Review Specialists with any queries and handle the more complex cases, if and where appropriate.
Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome
Manage additional premium process to ensure outstanding debt is kept to a minimum
Ensure the on risk customer validation chase cycle and return post customer validation chase cycle are managed
Provide sign off of all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service and Claims.
Responsible for conducting staff management duties including:
Conducting regular reviews to check the accuracy and quality of team's work.
Delivering coaching and feedback to the team to achieve KPI's and SLA's, and conducting regular performance reviews and 121's; including probationary reviews and annual appraisals
Deal with all employee issues including monitoring absence and conducting disciplinaries.
Assist the CFS Operations Manager with the recruitment process.
Monitor agents calls to ensure they are following company's policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
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 CFS Operations Manager and HR when required.
Assist the recruitment process and assist with the training of new recruits, or retraining of current employees when required.
Have input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.
Ensure your team are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
To work closely with other CFS teams and other departments to ensure consistency and best practice.
To ensure compliance with company and other relevant standards/ regulations at all times
Build and maintain relationships with CFS and other departments, as appropriate.
Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.
Any other reasonable duties as required

Fraud Team Leader Experience & Knowledge:

Extensive motor insurance experience
Extensive motor insurance policy fraud experience
Experience of performance management of a team
Experience of setting objectives
Solid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis/indemnity referral
Knowledge of fraud detection and analysis systems
Solid understanding of insurance fraud intelligence model and relevant systems
Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims
Solid understanding of the business objectives and operations delivery
Technical knowledge of insurance products and personal lines in