Claims Fraud Team Leader - United Kingdom - First Central Services

Description

We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. We protect the things customers love so they can get on with what matters to them in life.

Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; it creates the insights we need to give the right cover to the right customers at the right price. But, it's the people inside and outside our business that power us. They make us stand out, help us succeed. We're ambitious. We're growing. We've won awards.

We're on the hunt for a Claims Fraud Team Leader to join our Counter Fraud Services team to be based in Haywards Heath , West Sussex .

You'll supervise and provide direction to a team of Fraud Investigators, making sure that you work collaboratively with the team to provide an efficient and effective service to the business.

Want to know more? Sounds like you? Then read further and click on Apply if you are interested to start your career with us

To be successful in this role, you'll need to:

• Be successful in working in a fast-paced environment
• Have strong organisational and time-management skills
• Be great with key stakeholders and building relationships
• Insurance, Claims, Fraud and Insurance experience (we 're just looking for a great Team Leader)
• Ensure delivery of the CFS business plan and targets.
• Provide regular reports to the Operations Manager on the status of objectives, KPI's and SLA's
• To drive Claims Fraud strategies and initiatives in line with agreed process and maximise benefit to the business, reporting and control of management information.
• To be responsible for all types of fraud workstream and ensure that these are investigated, validated and controlled within agreed metrics and SLA.
• To ensure all new claims are investigated thoroughly in line with agreed processes and are validated whilst maintaining a good degree of customer satisfaction (where appropriate) and any impact to our customer's journey is mitigated.
• Provide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome.
• Monitor and manage the departments key performance indicators to ensure that department and team targets are met.
• Provide sign-off of all high value payments and reserve changes within own authority.
• Have input into and manage departmental procedures and process through continuous improvement techniques specifically in relation to Claims Fraud and drive improvements in processes and systems.
• Ensure all Fraud Investigators 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 practise
• To work closely with panel; Solicitors, Accident Investigators and other suppliers to monitor performance and ensure adherence to processes.
• 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
• 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 1-2-1's; including probationary reviews and annual appraisals
• Deal with all employee issues including monitoring absence and conducting disciplinaries.
• Monitor Fraud Investigators 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 Operations Manager and HR when required.
• Assist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.

Claims Fraud Team Leader Job Competencies:

Experience:

• Extensive motor insurance experience and claims fraud technical handling capability
• Claims fraud litigation and fraud trials experience
• Extensive claims fraud strategies and initiatives
• Leadership methodologies in leading a team
• Proven skills in performance management, setting objectives and disciplinaries

Knowledge:

• Strong understanding of all aspects of the motor insurance and claims fraud types (LVI, LNC, staged accident etc..)
• Understanding of claims fraud handling, cradle to grave
• Understanding of the Litigation process from a claims fraud perspective
• 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 insurance
• Comprehensive understanding of regulatory requirements and company principles
• Solid understanding of the business objectives and operations
• Sound knowledge of managing telephony systems
• CII, or ACFS qualified or working towards this

Skills:

• Excellent communication skills, both verbal and written
• Negotiation and influencing skills
• Good time management and organisation skills
• Strong leadership and people management skills with the ability to motivate employees in a high-pressured environment
• Problem solving skills with the ability to adopt a logical approach
• Good numeracy and literacy skills

What can we do for you?

People first. Always. We're passionate about our colleagues and know the best people deserve an extraordinary working environment. We owe it to them so that's what we offer. Our workplaces are energetic, inspirational, supportive. To get a taste of the advantages you'll enjoy, take a look at all our perks in full here .

Intrigued? Our Talent team can tell you everything you need to know about what we want and what we're offering, so feel free to get in touch.

86% of people would recommend a friend to work at First Central

Simply Health Cash plan. Reclaim the cost of your eye tests, dental appts, physiotherapy and more

Flexible Bank Holidays

Eight flexible bank holidays; you can choose which festivals you observe

We're passionate about it. Everyone gets a paid day off annually to volunteer

Electric Car Scheme

Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing

Flexible Working

We're flexible; most roles let you mix office and home working. We work fluidly around core hours

Your Time in Need

Your Time in Need: five days' leave so you can deal with life stuff. We'll support you