Counter Fraud Motor Claims Referral Lead

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance and procurement, we’re a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

We’ve now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we’re going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.

We're looking for A Counter Fraud Motor Referral Lead to join our Counter Fraud Operations Department. You'll be passionate about providing customers with an expert and personal experience, making it clear the things they value are in safe hands at Direct Line Group.

What you'll be doing:

·Deliver Counter Fraud benefit by identifying and investigating insurance fraud and undertaking investigations to validate or substantiate concerns.

·Effective portfolio management, including proactive review of new work and conversion to detected benefit, whilst ensuring SLA’s and the lifecycle of cases are kept within process guidelines.

·Lead and participate in identifying departmental opportunities and new workstreams to continuously improve the way we work.

·Provide feedback to team leader for handler development, analysing team performance and highlighting trends and opportunities.

·Technical referral point for team members and the wider department, sharing industry updates, providing coaching, mentoring, signing off key decisions, undertaking quality reviews.

·Effectively manage and control fraud rings/ linked operations, ensuring adherence to agreed strategic approach and outcomes.

·Use your knowledge to coach and develop your colleagues to achieve desired outcomes.

·Recognise and discuss any potential opportunities, risks or problems in order to continually improve the way we work.

·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.

·Provide advice, guidance and direction to relevant key stake holders including, but not limited to; Underwriting, Customer Relations, AML, Internal investigations, Bodily Injury, Motor Claims, Home Claims and Technical and Large Loss to maximise fraud detection opportunities.

·Mitigate spend and control the cost of investigations by identifying threats, leakage and where appropriate referring to senior staff members. Have knowledge, understanding and control of file reserving when required.

·Conduct cognitive investigation interviews, assessing behaviour and fraud types, ensuring informed decisions are made.

·Demonstrate capability in preventing and detecting insurance fraud, with the ability to effectively manage potential outcomes including, but not limited to; cancellation, voidance, repudiation, negotiating settlement, litigation and recovery.

·Management of customer expectations, including enquiries into indemnity, liability and updating them appropriately throughout the lifecycle of an investigation. 

·Demonstrate all cases adhere to legislation and risk regulations set internally and by external governing bodies.

What you'll need:

·You will have a background in Motor insurance claims.

·At least 12 months experience working in a claims fraud role.

·Excellent organisational and time management skills.

·Good communication skills.

·Ability to prioritise and manage workload efficiently.

Ways of Working

Our hybrid model offers a 'best of both worlds' approach. The perfect blend between connection and flexibility combining the best parts of home and office working. When you'll be in the Leeds office depends on your role and team, but most colleagues will be required to spend 2 days a week in the office.

For more information about our flexible working approach click here. 

Benefits

We recognise we wouldn't be where we are today without our colleagues, that's why we offer such excellent benefits designed to suit you as and when you need them:

·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

·Opportunity to apply to our customer service and data apprenticeship to develop skills for the future

·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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