Investigations Coordinator

2 months ago

North Lakes, Australia Auto & General Insurance Full time

Driven, motivated and able to progress investigations with mínimal 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.

**The role**:
As our new Investigations Coordinator you will be managing and coordinating the investigation into a claim to an external firm, as well as finalising claims to prevent and detect fraudulent activity.

You will:

- Maintain detailed and accurate records of investigations, including all relevant documents, interviews, and evidence collected and prepare in-depth reports on findings
- Manage personal portfolio of claims effectively and assist other team members when necessary due to workload demands
- Engage and liaise with external investigation services to provide instructions on information needed during the external investigation
- 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, identifying missing or inconsistent data including investigating complex and suspicious claims or insurance related activities
- 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
- Manage personal portfolio of claims effectively and assist other team members when necessary
- Conduct interviews of policy holders and any other relevant stakeholder, or individuals and record statements as required and write records of all interviewsM aintain an understanding of up-to-date industry trends in terms of fraudulent/ criminal activities and technological advances

**What experience you’ll bring**:

- Certificate IV Financial Services or Certificate III Investigative Services highly regarded
- Previous experience in conducting investigation interviews, highly regarded
- 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 managementDemonstrated ability to understand and adhere to the requirements of the General Insurance Code of Practice

**Our perks**:

- **Location **- **North Lakes **This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
- **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.

**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 ge

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