Counterfraud specialist - 6 month secondment

Policy Expert; Motherwell; Remote; GBP 23,000 - 32,000; Full time

Job summary

Policy Expert in Motherwell is seeking an investigator for its Counterfraud Team. You will investigate policy information, validate risk details, identify potential fraud, and recover outstanding documentation and payments, while ensuring fair outcomes and compliance.

You will contact customers by phone and email, review supporting documents, and collaborate across the business to balance customer outcomes with business protection.

Qualifications

• Strong attention to detail and investigative mindset.
• Excellent verbal communication skills.
• Excellent written communication skills.
• Ability to identify inconsistencies and assess risk.
• Customer-focused with empathy and professionalism.
• Strong problem-solving and decision-making abilities.
• Resilient and confident handling challenging conversations.
• Organised and able to manage competing priorities.
• High levels of integrity and professionalism.
• Collaborative team player.

Responsibilities

• Conduct investigations to ensure risks are correctly assessed and policies accurately rated.
• Contact customers by phone, email and written correspondence to verify information and obtain details.
• Review and validate supporting documentation (e.g., No Claims Bonus, driving licences, V5, utility bills, MOT).
• Identify and investigate fraud indicators and policy inconsistencies.
• Carry out investigations in line with procedures and regulatory requirements.
• Proactively recover outstanding documentation and payments.
• Deliver clear, professional customer interactions across channels.
• Maintain accurate records to support audits and regulatory requirements.
• Collaborate across the business to achieve shared goals and meet targets.

Skills

Attention to detail

Verbal communication

Written communication

Risk assessment

Customer-focused

Problem solving

Resilience

Organised

Integrity

Collaborative

Job description

Motherwell

We have a new opportunity available in our Counterfraud Team.

The Role

This role plays a vital part in protecting both Policy Expert and our genuine customers by investigating policy information, validating risk details, identifying potential fraud, and recovering outstanding documentation and payments. You'll work closely with customers and colleagues across the business to ensure fair outcomes while maintaining high standards of compliance and service.

If you're detail-oriented, customer-focused, and enjoy investigating complex cases while balancing commercial and customer needs, this could be an excellent next step in your career.

What You'll Be Doing

• Conduct investigations to ensure risks have been correctly assessed and policies accurately rated.
• Contact customers by phone, email, and written correspondence to verify information and obtain additional details.
• Review and validate supporting documentation, including:
• No Claims Bonus confirmations
• Driving licences
• V5 documents
• Utility bills
• MOT certificates
• Ensure customer identity and policy details are accurately verified.
• Identify and investigate policies flagged through fraud and validation processes.
• Analyse information to identify inconsistencies and potential fraudulent activity.
• Carry out investigations in line with company procedures and regulatory requirements.

Outstanding Documents & Payments Recovery

• Proactively recover outstanding documentation and payments.
• Communicate effectively with customers to achieve timely resolution.
• Handle disputed information professionally, fairly, and sensitively.

Customer Service & Communication

• Deliver clear, professional, and empathetic customer interactions across phone, email, and written channels.
• Resolve customer queries efficiently while maintaining positive outcomes.
• Support customers in meeting policy requirements and obligations.

Compliance & Administration

• Process customer documentation accurately and within agreed service levels.
• Maintain complete and accurate records to support audit and regulatory requirements.
• Ensure adherence to FCA principles, company procedures, and operational standards.

Team Contribution

• Collaborate with colleagues across the business to achieve shared goals.
• Provide support and expertise to other operational teams when required.
• Meet agreed productivity, quality, and service targets.

What We're Looking For

We're seeking someone who can combine strong analytical skills with excellent customer service and communication.

• Strong attention to detail and investigative mindset
• Excellent verbal and written communication skills
• Ability to identify inconsistencies and assess risk
• Customer-focused with empathy and professionalism
• Strong problem-solving and decision-making abilities
• Resilient and confident handling challenging conversations
• Organised and able to manage competing priorities
• High levels of integrity and professionalism
• Collaborative team player
• Good commercial awareness and understanding of balancing customer outcomes with business protection

Why Apply?

The Counterfraud team plays an important role in protecting our customers and business while ensuring fair treatment and excellent service. You'll be joining a collaborative, supportive environment where expertise is valued, development is encouraged, and every team member contributes to our success..

Application close date 24th November 2026