Job Overview:\u00a0<\/p>\n
\tTo supervise and provide motivational direction to a team of Fraud Analysts to ensure delivery of an efficient and effective service to the business and Counter Fraud teams at the same time ensuring delivery of business performance objectives, KPIs and SLAs in accordance with company procedures and policies.<\/p>\n
Job Responsibilities:<\/p>\n
\tEnsure delivery of targets.
\n\tProvide reports to the Operations Manager on the status of objectives.
\n\tAssist and provide guidance to the analysts with any queries and handle the more complex cases, if and where appropriate.
\n\tValidate claims history whilst adhering to the relevant compliance procedures.
\n\tEnsure all new policies are checked against CUE and the subsequent chase cycle is being adhered to and meets the agreed SLAs
\n\tProvide technical support to the team and be a referral point for handling customer complaints to achieve a positive outcome
\n\tManage additional premium process to ensure outstanding debt is kept to a minimum
\n\tEnsure that the risk customer validation chase cycle and return post customer validation chase cycle are managed effectively
\n\tProvide sign off on all voidance and cancellation decisions relating to referrals from the CFS teams, Sales and Service and Claims.
\n\tResponsible for conducting staff management duties including:
\n\tConducting regular reviews to check the accuracy and quality of team\u2019s work.
\n\tDelivering coaching and feedback to the team to achieve KPI\u2019s and SLA\u2019s, and conducting regular performance reviews and 1-2-1\u2019s; including probationary reviews and annual appraisals
\n\tDeal with all employee issues including monitoring absence and conducting disciplinaries.
\n\tAssist the Operations Manager with the recruitment process
\n\tMonitor agents calls to ensure they are following company\u2019s policies and procedures at all times and are compliant with FCA regulations (including TCF principles)
\n\tSet targets for agents and deliver coaching and feedback to the team to achieve KPI\u2019s and SLA\u2019s, and conduct regular performance reviews, including probationary reviews and annual appraisals
\n\tDeal with all employee issues including monitoring absence, supporting the disciplinary process, and resolving employee issues with support from the Operations Manager and HR when required.
\n\tAssist the recruitment process and assist with the training of new recruits, or re-training of current employees when required.
\n\tHave input into and manage departmental procedures specifically in relation to policy fraud analysis, investigations, technical referral, and drive improvements in processes and systems.
\n\tEnsure all analysts are compliant with TCF principles when liaising with customers and ensure own personal compliance with TCF principles.
\n\tWork closely with other CFS teams and other departments to ensure consistency and best practise
\n\tEnsure compliance with company and other relevant standards\/ regulations at all times
\n\tBuild and maintain relationships with CFS and other departments, as appropriate.
\n\tEnsure personal and team compliance with Company Financial Crime policies and other standards and regulations.<\/p>\n
Job Requirements:<\/p>\n
\tA minimum of Matric\/NQF 4 qualification
\n\tMust have a minimum of 1 year TL experience in client experience, customer care (International Motor Insurance Experience is highly advantageous)
\n\tIntermediate Excel skills is essential
\n\tRE or FAIS qualification is advantageous
\n\tSolid understanding of all aspects of the motor insurance, specifically with regards to policy fraud investigation and analysis\/indemnity referral advantageous
\n\tKnowledge of fraud detection and analysis systems advantageous
\n\tSolid understanding of insurance fraud intelligence model and relevant systems advantageous
\n\tExcellent knowledge of FCA requirements ( including TCF) and the regulatory framework relating to claims advantageous
\n\tSolid understanding of the business objectives and operations delivery
\n\tTechnical knowledge of insurance products and personal lines insurance advantageous
\n\tComprehensive understanding of regulatory requirements and company principles (Including TCF) following appropriate training advantageous
\n\tCII qualified or working towards this preferable<\/p>\n
Required. Skills:<\/p>\n
\tCommercially focused
\n\tCustomer focused
\n\tSelf-motivated and enthusiastic
\n\tTakes initiative to make decisions
\n\tAn organised and proactive approach
\n\tEmphasis on attention to detail and accuracy
\n\tAble to work on our own initiative and as part of a team
\n\tA flexible approach and positive attitude
\n\tConfident in presenting complex information in a clear and concise manner
\n\tStrives to deliver performance targets and drive business improvements to contribute to the success of the business
\n\tExcellent communication skills, both verbal and written
\n\tNegotiation and influencing skills
\n\tGood time management and organisation skills with the ability to prioritise work
\n\tStrong leadership and people management skills with the ability to motivate employees in a high pressurised environment\u00a0
\n\tProblem solving skills with the ability to adopt a logical approach to resolving problems
\n\tStrong customer service skills
\n\tGood numeracy and literacy skills
\n\tComputer literate
\n\tStrong experience of setting successful team objectives and team management
\n\tSolid understanding of the business objectives and operations delivery
\n\tSound knowledge of managing telephony systems<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
huntswood.simplify.hr<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/huntswood.simplify.hr","_company_name":"Huntswood","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"We are Huntswood. The people who put partnership first. A trusted team with the insight, expertise, and pace to create better outcomes for our clients, their customers, and the communities they are a part of. We deliver resourcing, outsourcing and advisory services from complaints to customer ser... read morevice, remediation to resilience \u2013 bringing together the people, processes and knowledge businesses need to succeed. Our ambition is to make a positive difference. It is what Huntswood has done since we opened our doors 25 years ago, and it is what every single one of us strives for today. We ensure the right people are in the right place at the right time \u2013 whether it is our dedicated team of Associates or our Board. Our outstanding track record of delivery, depth of our expertise and flexibility of our approach means we stand with our clients without question - working on their terms to share our insight whenever and wherever they need it. Standing with our clients as the landscape evolves and new challenges arise. Advising in times of change \u2013 offering ultimate flexibility to help clients create value and meet demand with confidence. We are Huntswood. Your trusted partner for better outcomes.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":["post-22344","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/22344","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=22344"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=22344"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=22344"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}