Claim Investigations Team Leader

**The role**:
As our new Fraud Team Leader you will lead, coach and develop a team of Investigators, monitoring and improving performance, engagement and productivity.

You will:

- Lead the investigations team to deliver optimal claims and operating cost outcomes, high level customer service in a strong control environment
- Take responsibility for determining, implementing, and maintaining appropriate investigations and complaints, operational frameworks, plans and management strategies that contribute to meeting Claims investigation unit objectives and reflect legislative responsibilities
- Ensure effective management of predictive analytics to assist fraud identification and prevention
- Lead education programs across Auto & General to increase fraud referrals into Investigations
- Monitor and manage incoming work volumes ensuring service levels are achieved including regular reporting and monitoring of the team including KPI’s
- Ensure your team complies with all requirements relating to risk management activity and escalate identified risks to relevant stakeholders
- Provide technical guidance and act as an escalation point on potential fraudulent claims and complaints
- Promote a high-performance culture through staff engagement and productivity, while providing constructive feedback and addressing any performance issues individually
- Maintain effective claims resolution strategies whilst delivering on high levels of service including working with the leadership team to ensure consistency in claims assessment, process, and culture
- Ensure effective management of all Internal Investigations and alignment to Group Internal Investigations & Intelligence Operating Model and Fraud Management PolicyLead and drive the development of a highly skilled and effective Internal Investigation Team and support the Senior Manager: Fraud & Claims investigations & Intelligence in driving high standards of regulatory compliance and deliver key team priorities and initiatives

**What experience you’ll bring**:

- Excellent relationship development skills including strong Stakeholder engagement, team, and management skills
- Previous experience in leading people and driving a collaborative, high performance culture with the ability to coach, motivate and influence team members
- Relevant experience in customer resolution and complaints management
- Drive, commercially astute, capable of managing conflicting priorities
- Demonstrated knowledge of counter fraud techniques, Code of Practice, non-disclosure and ‘upmost good faith’ is preferable.
- A background in a fraud environment or Police detective experience would be desirable
- Experience in dealing with complex investigations is desirable.A degree in Fraud investigation or a degree of similar value would be preferable

**Our perks**:

- **Location **- **Kawana**:

- This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we’re only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
- **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 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 Assist