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SalaryWe currently have an exciting opportunity for a 2 x Motor and 2 x Property Investigations Review Officers to join our insurance teams on a 12-month secondment.
The Investigations Review Officer co-ordinates and manages the investigation of claims referred from various avenues to minimise claims costs and reduce Suncorp's exposure to suspected fraudulent activity.
Key responsibilities
- Ability to distinguish between suspected fraudulent matters and breaches of internal policies and procedures
- Ability to investigate suspected fraudulent matters to the standards required by the Courts & AFCA
- Ability to make recommendations for improvement of business processes, taking into consideration operational efficiencies, fraud risks and user requirements
- Delivering exceptional customer service as you will engage with customers daily, third parties, external investigators, and forensic specialists.
- Possessing a curious and inquisitive nature with the ability to conduct evidence obtaining interviews with relevant parties to the claim. Additionally, conducting re-interviews to address inconsistencies or conflicting evidence.
- Letter writing abilities with clearly communicated decisions that include relevant supporting evidence. This includes being able to respectfully articulate findings to customers especially in cases where claims are not accepted.
- Well-developed communication and interpersonal skills including the ability to write and present thinking and decisions clearly and succinctly, and to use this to negotiate/influence a wide range of stakeholders
- Strong customer service ethos and ability to meet expectations of both external and internal customers from a business support, project implementation and information management and analysis perspective.
- Portfolio Management skill with the ability to work autonomously and time manage and prioritise to achieve established goals and objectives as set out in Scorecards and with Leader.
- Ability to contribute as a member of a team by working collaboratively with others to achieve organisational goals, with objectivity, impartiality, and a growth mindset
- Investigation techniques and analytical capability
- Clear understanding or ability to acquire a clear understanding of relevant legislation and Policies. For example, the Insurance Contracts Act or Code of Practice and how it applies to claims
- Collaborate and give feedback on the continuous improvement of ICO or F&I business process and flag any associated business risks
- Beginner to intermediate competency in a range of digital and IT systems such as (but not limited to) the MSOffice suite, social media platforms and the ability to quickly acquire proficiency in other systems. You will be required to work between several systems concurrently including Suncorp Group core business and IT systems Ability to make recommendations for improvement of business processes, taking into consideration operational efficiencies, fraud risks and user requirements
- A comprehension of Suncorp Group Product Disclosure Statements and Underwriting Guidelines across a variety of brands in both Consumer and Commercial Claims or the ability to acquire them swiftly.
- Claims experience in Motor or Property highly desirable
- Portfolio management experience highly desirable
- Investigations related experience and/or studies would be beneficial
- Exceptional customer focus - internal and external
- High level of administrative skills with a high level of accuracy and attention to detail
- High level organisational and time management skills
- Ability to navigate multiple systems at the same time
- Analytical thinking
- Knowledge of Insurance Contracts Act and General Insurance Code of Practice highly regarded
- Practical experience or qualifications in investigations is highly desirable
Please note: Orientation/ Induction commences on 15 April 2024 for a three (3) week period, office attendance is required five (5) days per week during this time.
