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.
Could you be our next leading team player? Have you got super skills in leading and coaching a team of specialists, progressing each team member to their full potential?
We need a Claims Fraud Team Leader - Accidental Damage to join us in either Haywards Heath, West Sussex or Salford Quays, Manchester... is that you?
You will also support the Claims Fraud Operational Manager with process reviews and implementation of strategic initiatives.
Working flexibly, you'll spend most of your time working from home, with a day a week in the office (so living close to Haywards Heath, West Sussex or Salford Quays, Manchester would be perfect). But of course, it’s your choice - if you prefer to be in the office more - that's good with us too.
Are you ready for anything?
Job Responsibilities:
- Ensure delivery of the CFS business plan and targets.
- Deputise and support the Operations Manager as and when required.
- Provide regular reports to the Operations Manager on the status of objectives, KPI’s and SLA’s. Support with problem solving and identifying ways to improve performance.
- Have input into and manage departmental procedures specifically in relation to Claims Fraud procedures and drive improvements in processes, procedures and systems. Support with the rollout of process changes to colleagues.
- To be responsible for all fraud workstreams and ensure that these are investigated, validated and controlled within agreed metrics and SLA.
- To conduct regular reviews in to Fraud referral frequencies to identify trends, behaviours and opportunities
- Ensure MI is accurately recorded in relation to key stages within the investigative lifecycle, to allow accurate reporting on our performance against key objectives/targets.
- To conduct monthly operational reviews; managing departmental legacy reserves, open investigations and dormant files.
- To review incoming referral volumes against capacity thresholds to identify available capacity/potential challenges
- To monitor and review complaints to establish upheld rates, root causes and process improvements.
- To ensure all new claims are investigated thoroughly in line with agreed processes and are validated whilst maintaining a good degree of customer satisfaction.
- Provide support to the team and be a referral point for handling customer complaints to achieve a positive outcome.
- Frequently monitor and manage the departments key performance indicators to ensure that department and team targets are met.
- Provide sign-off of all high value payments and reserve changes within own authority.
- To be responsible for telephony performance, ensuring calls are serviced in line with SLA and quality expectation
- Act as a Subject Matter Expert, leading and supporting projects with the Counter Fraud Services department
- Build and support relationship management with all CFS and Claims departments
- Build and support relationship management with key fraud suppliers, including reporting and escalation of issues.
- To work closely with outsourced providers to deliver a high level of service is delivered to customers, ensuring performance mirrors internal rates/outcomes
- To lead regular supplier fee reviews, ensuring that outstanding fees are settled in a timely manner.
- Conducting regular reviews to check the accuracy and quality of team’s work.
- Set targets for agents and deliver coaching and feedback to the team to achieve KPI’s and SLA’s, and conduct regular performance reviews, including probationary reviews and annual appraisals
- Deal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
- Lead the recruitment process and arrange the training of new recruits, or re-training of current employees when required.
- Ensure all Fraud Investigators are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
- To work closely with panel; Solicitors, Accident Investigators and other suppliers to monitor performance and ensure adherence to processes.
- To ensure compliance with company and other relevant standards/ regulations at all times
- Ensure personal and team compliance with Company Financial Crime policies and other standards and regulations.
Experience:
- Extensive motor insurance experience and claims fraud technical handling capability
- A strong background of litigation relating to claims suspected of fraud
- A strong background in leading a team, performance management, setting, managing team objectives and disciplinaries
- A strong background of leveraging MI to drive performance at an individual, team and departmental level
- Experience with lean methodology; implementing control measures and removing waste/manual tasks from processes to support efficient and effective claims handling/investigations.
Knowledge:
- Strong understanding of all aspects of the motor insurance
- Strong understanding of indemnity principles & liability
- Understanding of claims fraud handling
- Excellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims
- Solid understanding of the business objectives and operations delivery
- Technical knowledge of insurance products and personal lines insurance
- Comprehensive understanding of regulatory requirements and company principles
- Solid understanding of the business objectives and operations
- Sound knowledge of managing telephony systems
- CII, or ACFS qualified or working towards this
Skills:
- Excellent communication skills, both verbal and written
- Excellent time management and organisation skills
- Excellent stakeholder management
- Strong leadership and people management skills with the ability to motivate employees in a high pressurised environment.
- Strong analytical and problem solving skills, with the ability to identify inconsistencies and trends (using excel & power-bi)
- Strong leadership and people management skills with the ability to motivate employees in a high-pressured environment
- Commercially & Customer focused
- Problem solving skills with the ability to adopt a logical approach to resolving problems.
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.
