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Counter Fraud Credit Hire volume handler

Req ID:
Risk & Compliance

About us

Are you ready for an exhilarating opportunity to make a difference in the world of insurance? Look no further than Direct Line Group, home to some of the nation's most renowned brands - Direct Line, Churchill, Privilege, Greenflag, and NIG. Our bold vision is to revolutionize insurance, making it personal, inclusive, and a true force for good. We are on a mission to empower people and provide them with unwavering peace of mind both now and in the future.

And now, we are thrilled to announce that we are seeking a dynamic and ambitious individual to join our Counter Fraud Operations Department as a Counter Fraud Credit Hire Handler. Reporting to our esteemed Counter Fraud Team Leader, you'll have a unique hybrid working style, splitting your time between our vibrant Birmingham office and the comfort of your own home.

In this role, you will be at the forefront of delivering exceptional Counter Fraud benefits by fearlessly detecting and investigating insurance fraud. Your skilful investigations will validate and substantiate concerns, ensuring that our customers remain protected from fraudulent activities.

What you'll be doing:

  • You will have effective portfolio management, including proactive review of new work and conversion to detect benefit, whilst ensuring SLA’s and the lifecycle of cases are kept within process guidelines.

  • You will make sure all cases adhere to legislation and risk regulations set internally and by external governing bodies.

  • You will manage customer expectations, including enquiries into indemnity, liability and update them throughout the lifecycle of an investigation.

  • You will demonstrate capability in preventing and detecting insurance fraud, with the ability to manage potential outcomes.

  • You will mitigate spend and control the cost of investigations by identifying threats, leakage and refer to senior staff members when required.

  • You will use all available MI to prioritise workload and drive your own performance.

  • You will adhere to processing guidelines with external bodies and load all eligible cases to the IFR and CIFAS to maximise disruption.

  • You will provide advice, guidance and direction to relevant key stake holders including; Underwriting, Customer Relations, AML, Internal investigations, Bodily Injury, Motor Claims, Home Claims and Technical and Large Loss to maximise fraud detection opportunities.

  • You will understand the balance between preventing fraud and treating our customers fairly, removing innocent parties from the process at the earliest opportunity and minimising avoidable complaints.

What you'll need:

  • You will have experience within the insurance or fraud industry.

  • Previous experience in Motor insurance is desirable.

  • Previous experience in Credit Hire is desirable.

  • Previous experience in case handling is desirable.

  • Excellent organisational and time management skills.

  • Good communication skills.

  • Ability to prioritise and manage workload efficiently.

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here


We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:

  • 9% employer contributed pension

  • 50% off home, motor and pet insurance plus free travel insurance and Green Flag breakdown cover

  • Additional optional Health and Dental insurance

  • Generous holidays

  • Buy as you earn share scheme

  • Employee discounts and cashback

  • Plus many more

Being yourself

Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK's Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you're more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.


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  • Risk & Compliance, Birmingham, England, United KingdomRemove

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