Fraud Investigator

at  Auto General Insurance

• A natural problem solver with investigative, regulatory, or legal experience including investigation planning, interviewing, statement taking, information collection and analysis, and interpretation and application of legislation.
• Driven, motivated and able to progress investigations with minimal oversight.
• Demonstrate excellent knowledge of investigation practices, preferably within the insurance industry.
• Demonstrate experience in undertaking recorded interviews via phone, video link and in person along with preparation of highly detailed reports.
• Display excellent communication and computer skills, together with a professional business presentation.
• Develop an Investigation Plan (as required) and review and seek approval from Fraud Investigations Team leader.
• Perform objective, fair, and timely investigations and adhere to high standards of regulatory compliance.
• Review complex or suspicious cases and prepare investigation plans, including identifying missing or inconsistent data.
• Investigate complex and suspicious claims or insurance related activities by interviewing clients and sourcing additional information via online tools.
• Engage and liaise with external investigation services to access additional information
• Make acceptance or rejection decisions for claims based on sound evidence and liaise with customers to advise of outcomes.
• Provide support on potentially fraudulent claims escalated to Customer dispute resolutions prior to and post submission to Ombudsman.
• Deliver consistently high levels of customer service to achieve set performance targets.
• Manage personal portfolio of claims effectively and assist other team members when necessary due to workload demands.
• Conduct interviews of policy holders and any other relevant stakeholder, record statements as required and write records of all interviews.

ABOUT US:

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

POSITION ACCOUNTABILITIES:

• Perform objective, fair, and timely investigations and adhere to high standards of regulatory compliance
• Review complex or suspicious cases and prepare investigation plans, including identifying missing or inconsistent data and make acceptance or rejection decisions for claims based on sound evidence within your delegation of authority
• Provide support on potentially fraudulent claims escalated to Customer dispute resolutions prior to and post submission to Ombudsman
• Manage a portfolio of claims effectively and assist other team members when necessary
• Maintain understanding of up-to-date industry trends in terms of fraudulent/ criminal activities and technological advances including sound knowledge of regulatory requirements, company processes, systems, products, and Auto & General brands
• Conduct interviews, and prepare in-depth reports on findings
• Maintain records, and keep track of evidence trails and interview statements and review & research evidence/documents
• Manage multiple cases with confidence and accuracy and respond well to working to meet targets and tight deadlinesRespond to requests made by the relevant stakeholders promptly and professionally and in line with service expectations and understand and adhere to the requirements of the General Insurance Code of Practice

WHAT EXPERIENCE YOU’LL BRING

• Certificate IV Financial Services or a Certificate III Investigative Services would be highly regarded.
• Previous experience in conducting investigation interviews with an excellent working knowledge of insurance legislation and processes.
• Excellent interpersonal skills, including written and verbal communication, with the ability to build client rapport, negotiate and resolve conflict
• Excellent problem solving, decision-making skills with excellent time managementWell developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment

OUR PERKS:

• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
• Paid parental leave - We support our new parents with paid parental leave and other benefits.
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities.
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses.
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes.
• Onsite facilities - There’s excellent end-of-trip facilities on offer and private spaces for nursing mothers.
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites.
• Perks App - Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.
  If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

Providing specialist support and advice to our other Claims & Assessing teams, you will be responsible for investigating, assessing and finalising complex or suspicious claims to prevent and detect fraudulent insurance activities.