Fraud Investigator - Accidental Damage

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.

Are you a detail-oriented investigator with a talent for uncovering the truth? Do you thrive in a fast-paced environment? If so, we have the perfect opportunity for you!

We’re on the hunt for a talented Fraud Investigator – Accidental Damage to join our Counter Fraud Services team in Salford Quays, Manchester.

Working as part of a growing and vibrant team, you’ll be responsible for protecting the business and customers from the impact of fraud. You’ll be investigating a caseload of suspected fraudulent Accidental Damage claims by conducting telephone interviews with our customers to gather crucial information. Collaborating with internal colleagues, stakeholders and third-party suppliers to evaluate and investigate evidence, enabling you to make an informed decision on each claim.

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

1. Investigative: You’ll be proficient in gathering and analysing evidence, interviewing customers and conducting thorough investigations.
2. Analytical: You’ll have an ability to analyse data to detect patterns and anomalies that may indicate fraud.
3. Problem-solving: You’ll think creatively and strategically to resolve complex claim cases.
4. Negotiation: In some cases, fraud investigators may need to negotiate with suspects or other parties to obtain information or resolve issues.

Working flexibly, you'll spend the first couple of weeks in the office for training and support, then hybrid begins with 4 days at home and 1 day in the office - if you prefer to be in the office more - that's good with us too.

What’s involved:

• Managing a portfolio of suspected organised/opportunistic accidental damage claims in accordance with our claims handling procedures, reserving philosophy and SLAs.
• Conducting telephone interviews with customers as well as engaging external suppliers including accident investigators, motor engineers and panel solicitors.
• Conducting open source and desktop enquiries utilising various databases (CUE, HPI, MIAFTR) as well as liaising with accident investigators, insurers, engineers and law enforcement agencies.
• Assessing evidence including intelligence, Police reports and engineering evidence as part of the investigation process.
• Supporting the delivery of telephony targets whilst providing a professional service to customers.
• Providing regular verbal and written updates to parties involved on both inbound and outbound calls.
• Processing payments on claims files as required and in accordance with authorities.
• Ensuring claim files are reserved accurately and reserves amended where required.
• Meeting agreed fraud KPI’s and targets.
• Ensuring compliance with Company financial crime procedures and related policies.
• Submitting Suspicious Activity Reports as necessary to the Company MLRO.
• Ensuring compliance with Consumer Duty principles when liaising with customers.
• Ensuring compliance with company and other relevant standards/ regulations at all times.

Experience & knowledge:

• Proven track record of managing a caseload with adherence to SLAs.
• Strong understanding of FCA, Consumer Duty and FOS.
• Good understanding of motor insurance industry.
• An understanding of the various indemnity levels and the subsequent impact that this may have on the claim/policy.

Skills & qualifications:

• Strong communication skills, both verbal and written and negotiation and influencing skills.
• Analytical skills to identify inconsistencies and trends within the evidence available.
• Excellent problem-solving skills, time-management and organisational skills.

Behaviours:

• Self-motivated and enthusiastic.
• An organised and proactive approach.
• Ability to work on own initiative and as part of a team.
• 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. 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.