Claims Fraud Team Leader

Location

Haywards Heath, West Sussex | United Kingdom

Job 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.   

Could you be our next leading team player? Have you got super skills in leading and coaching a team of specialists, progressing each team member to their full potential? We're on the hunt for a Claims Fraud Team Leader to join our Counter Fraud Services team 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.

Working flexibly, you'll spend most of your time working from home, with a day a week in the office, so being able to commute to Haywards Heath, West Sussex is ideal!  But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.  

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 used to 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)

Job Responsibilities:

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.

Responsible for all types of fraud workstream and ensure that these are investigated, validated and controlled within agreed metrics and SLA. 

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

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 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.

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

Strong customer service skills

Good numeracy and literacy skills

Computer literate

Behaviours:

Commercially focussed

Customer focussed

Self-motivated and enthusiastic

Takes initiative to make decisions

An organised and proactive approach

Emphasis on attention to detail and accuracy

Able to work on our own initiative and as part of a team

A flexible approach and positive attitude

Confident in presenting complex information in a clear and concise manner

Strives to deliver performance targets and drive business improvements to contribute to the success of the business

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.

Job tags

Salary

£35k - £42k per annum