Senior Fraud Investigator

Auto & General; Rockhampton Regional; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Location – Kawana The Edge (Birtinya)

Extra leave – ME day and volunteer day

Paid parental leave

Workplace giving with donation match

Development opportunities with online/

Employee discounts on Budget Direct

Reward and recognition programs

Onsite facilities including end-of-tri

Social and community events

Job summary

Auto & General is seeking a Senior Fraud Investigator to assess and finalise complex or suspicious claims, helping prevent fraudulent insurance activities. The role provides specialist support to Claims & Assessing teams and requires strong interview skills and knowledge of insurance legislation.

The successful candidate will work autonomously or as part of a team, maintaining evidence trails and producing detailed reports while keeping up with industry trends.

Qualifications

• Certificate IV Financial Services or Certificate III Investigative Services is desirable.
• Ability to pass the National Police Check.
• Previous experience in conducting investigation interviews will be 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.

Responsibilities

• 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, including identifying missing or inconsistent data.
• Investigate complex and suspicious claims or insurance related activities by interviewing clients and sourcing additional information via online tools.
• Engage and liaise with external investigation services to access additional information.
• Provide support on potentially fraudulent claims escalated to Customer dispute resolutions prior to and post submission to Ombudsman.
• Deliver consistently high levels of customer service to achieve set performance targets.
• Maintain understanding of up-to-date industry trends in terms of fraudulent/ criminal activities and technological advances.
• Participate proactively as a team member, or autonomously, to achieve the outcomes within a Compliance Framework.
• Prepare in-depth reports on findings, maintain records, and keep track of evidence trails and interview statements.
• Assist Head of Fraud and Claims Investigation, Claims Specialist or Manager, Risk Assessment Hub with additional projects or tasks.

Skills

Interpersonal communication

Investigative interviewing

Regulatory compliance

Analytical thinking

Decision making

Negotiation

Time management

Autonomy

Education

Certificate IV Financial Services

Certificate III Investigative Services

Job description

About The R ole

This role is responsible for investigating, assessing, and finalising complex or suspicious claims to prevent and detect fraudulent insurance activities. The Senior Fraud Investigator also provides specialist support and advice to other Claims & Assessing teams.

Position Accountabilities

• 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, including identifying missing or inconsistent data.
• Investigate complex and suspicious claims or insurance related activities by interviewing clients and sourcing additional information via online tools.
• Engage and liaise with external investigation services to access additional information.
• Provide support on potentially fraudulent claims escalated to Customer dispute resolutions prior to and post submission to Ombudsman.
• Deliver consistently high levels of customer service to achieve set performance targets.
• Maintain understanding of up-to-date industry trends in terms of fraudulent/ criminal activities and technological advances.
• Participate proactively as a team member, or autonomously, to achieve the outcomes within a Compliance Framework.
• Prepare in-depth reports on findings, maintain records, and keep track of evidence trails and interview statements.
• Assist Head of Fraud and Claims Investigation, Claims Specialist or Manager, Risk Assessment Hub with additional projects or tasks.

What experience you’ll bring;

• Certificate IV Financial Services or Certificate III Investigative Services is desirable
• Ability to pass the National Police Check
• Previous experience in conducting investigation interviews will be 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.

The Benefit of working with us;

• Location – This role can be based in Kawana The Edge - (Birtinya).
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually.
• 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.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

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,

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.