Claims Fraud Technical Coach

Location: Haywards Heath or Manchester

Salary: £37,000 to £39,500 depending on experience

Department: Customer & Operations

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:

1. Coaching: As a coach, you’ll need experience in training and mentoring others. Comfortably in training groups and providing guidance to team members is essential.
2. Motor claims fraud: Having a strong background in motor claims fraud is essential. Understanding fraudulent claims and how to detect them is key.
3. Policy knowledge: Familiarity with insurance policies, especially related to fraud detection and prevention, is valuable.
4. 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:

• Provide excellent support to our Claims Fraud investigators by being their first point of contact for process and technical questions they have while handling their portfolio of fraud investigations.
• Ensure that the investigations being carried out by the Claims Fraud Investigators is to the best possible standard and that processes are being adhered and files are accurately reserved. You shall conduct monthly audits on the Claims Fraud Investigators. These audits will also allow you to identify areas of development that may be required, and you shall put in place tasks and actions to ensure a high level of support is provided.
• Host a monthly coaching session, one to one, with the Fraud Investigators to provide audit feedback, remedial actions and discuss continued development.
• Provide high quality written referral responses, following submission of a referral from a Fraud Investigator. These written responses will support the progression of the investigation and the claim whilst also adding value to the Fraud Investigators' technical development.
• Support the development of the Fraud Investigators by way of regular check-ins on their Development Tracker to ascertain their current position, what is required to progress to the next level and to provide evidence in support of their progression.
• Ensure a high level of training material is available. You shall assist in the development of, the drafting and the maintenance of the Claims Fraud training modules.
• Deliver the Claims Fraud Training modules to a high standard. This will be to the new starters to the department and existing members as and when required.
• Host Litigation review meetings with the Fraud Investigators at key points during the litigation process.
• Conduct technical audits on our suppliers to ensure that a quality service is being delivered whilst also ensuring key SLAs and KPIs are being met. You will also be required to support in managing the relationship with our panel of service providers including law firms and investigators.
• Provide technical support in the creation of new initiatives and strategies. In addition, provide advice and support to business areas and CFS with regard to potential fraud risks.
• Ensure compliance with Company Policies, Values and guidelines and other relevant standards/regulations at all times.
• Support the continuous improvement of our Claims Fraud strategies and processes.
• Support the CFS leadership team with data management and MI by undertaking ad-hoc reviews.
• Keep up to date with changing and emerging trends in the motor insurance fraud market.
• Meet agreed fraud KPI’s and targets.
• 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, and a solid understanding of relevant fraud-related legislation.
• Excellent knowledge of FCA requirements (including TCF) and the regulatory framework relating to general insurance.
• Experience in delivering feedback and training.
• Good communication skills, both verbal and written.
• Good time management and organisation skills.
• Negotiation and influencing skills.
• Strong problem-solving skills, with the ability to adopt a logical approach to resolving problems.
• Good numeracy and literacy skills.
• Computer literate, to include Word, Excel, PowerPoint and the internet.
• ACFS or ACFTECH desired but not essential.

Behaviours:

• Customer focused (internal customers & external).
• Passionate about reducing the business exposure to fraud risk.
• Passionate about the development of colleagues and providing the 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 in a clear and concise manner.
• Self-motivated and enthusiastic.
• An organised and proactive approach.
• A flexible approach and positive attitude.
• Strives to 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.

We’re happy to discuss flexible working during the recruitment process.

As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.