9 May 2018

Permanent Counter Fraud Motor Claims Handler – Co-ordination Team

Directline Group – Posted by AdminGlasgow, Scotland, United Kingdom

Job Description

At Direct Line Group, we’re shaping the future. With a mission to make insurance easier and better value for our customers, we embrace change in all its richness and variety. It’s not just what we do; it’s how we do it. We bring our whole selves to work every day and embrace fresh thinking – after all, Britain is constantly changing and to protect the nation, we adapt with it.

Across our diverse brands – including Direct Line, Churchill, Privilege and Green Flag – change takes many forms. We appreciate the knowledge and skills that each one of us brings to the business. It’s hard not to be inspired by the things that make us unique. Boldness, curiosity and enthusiasm go a long way. And they’re helping us transform the industry we lead.

An exciting opportunity has arisen for a Counter Fraud Motor Claims Handler to join our Co-ordination Team as part of our in-house Counter Fraud department based at Glasgow. This is a seconded, full time opportunity.

Purpose of Role

  • To minimise the impact of Fraud on genuine customers
  • Accurately and promptly make decisions on referrals
  • Be proactive and follow the right process
  • Continuously improve the way we work

Key Accountabilities

  • Demonstrate adherence to clear desk requirements and compliance with all risk management activity
  • Demonstrate effective coaching & development of handlers resulting in demonstrable improvement in performance & knowledge
  • Demonstrate effective & tactical claims handling skills resulting in effective application of the Motor/Home process, in particular technical expertise regarding management and strategy of operations and clustered claims
  • Demonstrate adherence to the Motor/Home Process in own handling & coaching advice on referred & audited cases.  Ensure that all operations and clustered claims are managed efficiently, with minimal litigation to the benefit of DLG.
  • Demonstrate effective & accurate QA reviewing & feedback resulting in re-performance match rate being within tolerance and demonstrable improvement in performance
  • Demonstrate effective Time Management skills to ensure workloads and tasks prioritised and deadlines met
  • Demonstrate delivery of good quality customer service such as effective resolution of customer complaints
  • Demonstrate effective team working and participation in team case surgeries and workshops/problem solve activity
  • Demonstrate effective collaboration with other teams or departments, particularly Intel, Policy Validation and Claims Departments

  • Demonstrate efficient review and analysis of data to link potentially fraudulent operations and clusters

Skills & Qualities you’ll need:

  • Previous experience within Counter Fraud, Motor Claims and/or Bodily Injury is essential
  • Ability to work methodically
  • Attention to detail and diligence
  • An inquisitive nature and ability to be assertive in gaining details to assist with investigations
  • Ability to make prompt and accurate decisions on referrals
  • Able to provide coaching and mentoring to handlers as required – previous experience of coaching and mentoring is desirable
  • Working closely with colleagues, other departments within the organisation, and third party suppliers
  • Proactive and process driven
  • The successful candidate will be from an Insurance – Claims background

Hours: Full time – 35 hours per week Monday-Friday

Career benefits and rewards

Rewarding you is really important to us, as well as offering a competitive salary and generous holiday entitlement; you can take advantage of a wide range of benefits. The best part is you can pick and choose the benefits to suit your own lifestyle, but also pass on some of the savings to family and friends. Here are just a few we have on offer:

  • A competitive salary, benchmarked against our competitors, which will grow as you do.
  • Pension 9% of your base salary, you can choose to contribute less or more than this, and anything you don’t wish to put in to your pension you can take as cash instead!
  • Private medical insurance (anyone can choose this through our flexible benefits scheme, and managers receive this as standard)
  • Attractive holiday entitlement
  • 50% off our Home, Motor and Pet insurance
  • Free Travel insurance
  • Free Green Flag breakdown cover
  • Flexible rewards including Life insurance, income protection, critical illness insurance, personal accident insurance
  • Retail card, with discounts at big name retailers
  • My Discounts – a discounts website for all our employees, with great discounts, cash back savings and offers across hundreds of brilliant  high street brands, travel, tickets, gym memberships and much more.

Who we are
Direct Line Group is an organisation with a clear mission: to make insurance much easier and better value for customers. We are one of the leading motor, home and small business insurers in the UK. We are home to some of the nation’s best-known brands, including Direct Line, Churchill, Privilege, Green Flag and NIG.

Closing Date; Ongoing

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Job Categories: Claims. Job Types: Permanent. Job Tags: Job. Salary: Competitive.

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