Claims Fraud Technical Coach

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.

Strategic thinker with the ability to look at the bigger picture and lead by example - sound like you? Happy to roll your sleeves up and get stuck in! Then how about joining us as a Claims Fraud Technical Coach with 2 vacancies available in Salford Quays, Manchester or Haywards Heath, West Sussex?

As a Claims Fraud Technical Coach, you’ll report into the Claims Fraud Coach Lead and work within our Technical Fraud team. The key purpose of the role is to provide day-to-day technical support to our Claims Fraud Investigators, as you assist them in the handling of their cases and their progression as a Fraud Investigator.

Core skills we’re looking for to succeed in the role:

Coaching: Experience in training and mentoring others. Comfortably in training groups and providing guidance to team members is essential.

Motor claims fraud: A strong background in motor claims fraud is essential. Understanding fraudulent claims and how to detect them is key.

Policy knowledge: Familiarity with insurance policies, especially related to fraud detection and prevention, is valuable.

Communication: Effective communication is essential. You’ll collaborate with team members and other departments, sharing findings in a clear and concise manner.

This role will be working a 37.5 hour working week Monday to Friday with flexible hybrid working available of 4 days from home and 1 day in the office after the first week or two in the office for training and support.

What’s involved:

1. Provide excellent support to our Claims Fraud investigators by being their first point of contact for process and technical questions.
2. Ensure that investigations are carried out to the best possible standard and that processes are adhered to, conducting monthly audits on the Claims Fraud Investigators.
3. Host a monthly coaching session, one to one, with the Fraud Investigators to provide audit feedback and discuss continued development.
4. Provide high quality written referral responses, supporting the progression of investigations and claims.
5. Support the development of the Fraud Investigators through regular check-ins on their Development Tracker.
6. Assist in the development, drafting, and maintenance of Claims Fraud training modules.
7. Deliver the Claims Fraud Training modules to a high standard to new starters and existing members as required.
8. Host Litigation review meetings with the Fraud Investigators at key points during the litigation process.
9. Conduct technical audits on suppliers to ensure quality service delivery.
10. Provide technical support in the creation of new initiatives and strategies.
11. Ensure compliance with Company Policies, Values and guidelines at all times.
12. Support the continuous improvement of our Claims Fraud strategies and processes.
13. Support the CFS leadership team with data management and MI by undertaking ad-hoc reviews.
14. Keep up to date with changing and emerging trends in the motor insurance fraud market.
15. Meet agreed fraud KPI’s and targets.
16. Any other reasonable duties.

Experience & knowledge:

• Strong motor claims and policy experience.
• Excellent background of investigating suspected fraudulent claims.
• Strong background in organised motor fraud.
• Excellent knowledge of processes and tactics used to investigate and manage insurance fraud.
• Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to general insurance.
• Experience in delivering feedback and training.
• Experience in delivering new initiatives.

Skills & qualifications:

• Good communication skills, both verbal and written.
• Good time management and organisation skills.
• Negotiation and influencing skills.
• Strong problem-solving skills, with a logical approach to resolving issues.
• Strong customer service skills.
• Good numeracy and literacy skills.
• Computer literate, including Word, Excel, PowerPoint, and the internet.
• ACFS or ACFTECH desired but not essential.

Behaviours:

• Customer focused (internal customers & external).
• Passionate about reducing business exposure to fraud risk.
• Passionate about the development of colleagues and providing necessary support.
• Takes initiative to make decisions.
• Emphasis on attention to detail and accuracy.
• Able to work on own initiative and as part of a team.
• Confident in presenting complex information clearly.
• Self-motivated and enthusiastic.
• Organised and proactive approach.
• Flexible approach and positive attitude.
• Strives to drive business improvements.

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, and supportive.

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.