First Central

Fraud Investigator

• You’ll carry out thorough investigations and gather evidence on suspected fraudulent claims for personal injury, vehicle damage and credit hire
• You’ll conduct telephone interviews with customers as well as engaging external suppliers including accident investigators, motor engineers and panel solicitors
• You’ll assess evidence including intelligence, Police reports, medical records and engineering evidence to identify inconsistencies and determine the outcome
• You’ll identify cases of potential Fundamental Dishonesty, private prosecutions, or professional enabler involvement
• You’ll provide advice and support to business areas with regard to potential fraud risks.
• You’ll process payments on claims files as required and in accordance with authorities.
• You’ll ensure claim files are reserved accurately and reserves amended where required.
• You’ll meet agreed fraud KPI’s and targets.
• You’ll ensure compliance with Company financial crime procedures and related policies.
• You’ll submit Suspicious Activity Reports as necessary to the Company MLRO.
• You’ll ensure compliance with Consumer Duty principles when liaising with customers.
• You’ll build and maintain relationships both internally and externally.
• You’ll be compliant with health and safety policies at all times.
• You’ll ensure compliance with company and other relevant standards/ regulations at all times.
• You’ll produce high quality written reports and advice for the business, to include recommendations.

Fraud Investigator, Level 1 – 12 Month FTC

Content Manager

• Act as a lead point of contact in the development of knowledge articles for internal and external use
• Develop articles and responses which are easy to understand, in line with the company tone of voice, engaging and meets the needs of customers and colleagues.
• Develop and review relevant articles and responses as required, keeping data accurate and current.
• Prepare new material as needed.
• Respond to business and knowledge requests in line with agreed SLAs to keep articles up to date.
• Maintain and update call guides, working with the Contact Centre to optimise call flows.
• Research using alternative sources including working with appropriate SMEs across the business to ensure accuracy of information.
• Maintain audit log of articles for governance inspection.
• Ensure all articles and responses are approved by compliance and respond to feedback from Marketing as required.
• Understand the system reporting to measure the effectiveness of knowledge materials and chat bot responses.

Knowledge and Chat Bot Content Editor

Analyst

• Assist in maintaining and maturing the privacy framework across the Group
• Conduct comprehensive Data Protection Impact Assessments
• Provide advice on privacy obligations and good practice
• Review supplier audits and support monitoring
• Assist with writing reports for Committees and maintaining other necessary documentation

Fraud Investigator, Level 1 – 12 Month FTC

Knowledge and Chat Bot Content Editor

Senior Privacy Analyst – 6 Month FTC