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Investigations Coordinator

3 months 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 Investigations Coordinator, you will be managing and coordinating a portfolio of investigations with our external firms, as well as reviewing and making decisions on claim outcomes.

Position Accountabilities:

  • Maintain detailed and accurate records of investigations, including all relevant documents, interviews, and evidence collected and prepare in-depth reports on findings
  • Manage a portfolio of claims effectively and assist other team members when necessary
  • 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
  • Manage personal portfolio of claims effectively and assist other team members when necessary
  • Conduct interviews of policy holders and any other relevant 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:

  • 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

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.

  • Certificate IV Financial Services highly regarded.
  • 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.
  • Excellent problem solving and decision-making skills.
  • Excellent negotiation and conflict resolution skills.
  • Good computer and administration skills.
  • Good time management skills.
  • Ability to work autonomously and build professional resilience.