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
Policy Investigation & Risk Validation
- 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.
Fraud Prevention & Detection
- 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..
If you're customer-focused, detail-oriented and enjoy taking ownership of a varied workload, we'd love to hear from you!
(Application close date 24th November 2026, Interviews will take place WC 30th November , please advise of any restrictions regarding interview dates at application)
