Investigations Coordinator

2 months ago

North Lakes, Queensland, Australia Auto & General Full time
About the Role

We are seeking a highly skilled Investigations Coordinator to join our team at Auto & General. As a key member of our fraud investigations team, you will play a critical role in managing and coordinating investigations into claims to external firms, as well as finalizing claims to prevent and detect fraudulent activity.

Key Responsibilities
  • Maintain accurate and detailed records of investigations, including all relevant documents, interviews, and evidence collected, and prepare comprehensive reports on findings.
  • Manage a personal portfolio of claims effectively and assist other team members as needed due to workload demands.
  • Engage and liaise with external investigation services to provide instructions on information needed during the external investigation.
  • Develop Investigation Plans (as required) and review and seek approval from the 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 the Ombudsman.
  • Manage personal portfolio of claims effectively and assist other team members when necessary.
  • Conduct interviews of policyholders and any other relevant stakeholders, or individuals, and record statements as required and write records of all interviews.
  • Maintain an understanding of up-to-date industry trends in terms of fraudulent/criminal activities and technological advances.
Requirements
  • 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 management.
  • Demonstrated ability to understand and adhere to the requirements of the General Insurance Code of Practice.
About Us

Auto & General 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 protects customers' 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.

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