Investigations Coordinator

September 17, 2024

Auto & General Insurance

North Lakes

OTHER

A natural problem solver with investigative, regulatory, or legal experience including investigation planning, interviewing, statement taking, information collection and analysis, and interpretation and application of legislation.
Driven, motivated and able to progress investigations with minimal oversight.
Demonstrate excellent knowledge of investigation practices, preferably within the insurance industry.
Demonstrate experience in undertaking recorded interviews via phone, video link and in person along with preparation of highly detailed reports.
Display excellent communication and computer skills, together with a professional business presentation.
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.

The role:
As our new Investigations Coordinator you will be managing and coordinating the investigation into a claim to an external firm, as well as finalising claims to prevent and detect fraudulent activity.
You will:

Maintain detailed and accurate records of investigations, including all relevant documents, interviews, and evidence collected and prepare in-depth reports on findings
Manage personal portfolio of claims effectively and assist other team members when necessary due to workload demands
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
Engage and liaise with external investigation services to access additional information
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 stakeholder, or individuals and record statements as required and write records of all interviews

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:

Location – North Lakes This role is based at our North Lakes office. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
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.

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.

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.