Team Leader Fraud Investigations

1 month ago

North Lakes, Australia Auto & General Full time

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.

The role:

As our new Fraud Investigations Team Leader will be responsible for leading, coaching and developing a team of Fraud Investigators. You will monitor and improve performance, engagement & productivity while assisting the team to develop effective investigative and claims resolution strategies.

Position Accountabilities:

  • Manage, lead and coordinate investigations and complaints against Auto & General in an efficient, effective, and timely manner
  • Lead the investigations team to deliver optimal claims and operating cost outcomes while providing high-level customer service
  • 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
  • Provide technical guidance and act as an escalation point on potential fraudulent claims and complaints, as well as monitoring and managing incoming work volumes, ensuring service levels are achieved, managing monthly KPI’s, identifying & championing process improvement and maintaining regular reporting
  • Provide constructive feedback and address any performance issues individually while nurturing a high performing & engaged workforce promoting a culture of “one team”
  • Ensure your team complies with all requirements relating to risk management activity and constantly ensure that risk management is at the forefront of your teams’ culture and processes
  • Escalate identified risks to relevant stakeholders and liaising with Head of Fraud & Claims Investigations to remediate.
  • Ensure effective management of all Internal Investigations and alignment to Group Internal Investigations & Intelligence Operating Model and Fraud Management Policy

What experience you’ll bring:

  • Strong ability to coach, motivate and influence team members in a fast-paced environment, along with the ability to give feedback & drive a collaborative, high performance culture
  • Strong Stakeholder engagement, team, and management skills, with experience in customer resolution
  • An inclusive state of mind, with the ability to work alongside a diverse team
  • Excellent relationship development skills applied within a customer service and team leadership role
  • Demonstrated knowledge of counter fraud techniques, Code of Practice, non-disclosure and ‘upmost good faith’ is preferable.
  • A background in a fraud environment would be desirable with experience in dealing with complex investigations
  • A degree in Fraud investigation or a degree of similar value, desirable

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.

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.

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