Investigations Coordinator

**About the role**

As the 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 a 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
- 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
- Conduct interviews of policy holders and any other relevant stakeholder, or individuals and record statements as required and write records of all interviews
- Must demonstrate the ability to understand and adhere to the requirements of the General Insurance Code of Practice and maintain an understanding of up-to-date industry trends in terms of fraudulent/ criminal activities and technological advances

**What experience you'll bring**
- Experience in Insurance Claims preferred
- Good computer and administration skills.
- 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 time management
- Ability to work autonomously and build professional resilience.
- Previous experience in conducting investigation interviews, highly regarded
- Ability to pass a national police check

**The Benefits of working with us**
- ** Location**:

- This role will be based in North Lakes.
- ** Be rewarded** - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- ** Options for leave** - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- ** Grow with us** - we've got learning and professional development opportunities to suit everyone.
- ** Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
- ** Take care of yourself** - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- ** Celebrate the wins** - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- ** Save money**:

- as well as discounts on insurance products, we've teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.

**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.

**Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.**
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.