- Lead the team that manages triaging and intake of fraud investigations
- Streamline automation and prioritization strategies to create process optimization and efficiency
- Oversee assignment and dispatch of investigative assistance/tasks
- Support analysis of facts and management of referrals
- Ensure proper documentation and collection of physical or electronic evidence
- Establish appropriate scope and identify all leads and investigative indicators to determine when a case requires investigation
- Supervise the preparation of a summary of the referral and requirements for investigation
- Scope the proposed investigation and resource requirements
- Report Management Information (MI) on referrals and the business performance (i.e. using Qlik data analytics)
- Collaborate with the lines of business on detecting fraud and FC cases
- Provide support, coaching and training of front-line staff
- Liaise with the wider Verify and SIU teams to improve fraud detection & decision making
- Develop best practices for investigation intake
- Evaluate analytical rules to provide new referrals and alerts to be proactive in detection of fraud & FC
- Provide ongoing technical expertise for intake team, including coaching and mentoring on detection techniques, and performance management
- Identify fraud and FC detection gaps in existing processes and advance solutions
- Quality Assurance (QA)of employee work and provide feedback
- Oversee the mailbox and the teams' timely and accurate response to internal and external parties
- Minimum 6 years' experience in an investigative field of work (auto and/or property experience preferred)
- Ability to lead and coach team members on standard methodologies for triaging and responding to investigation referrals and alerts
- Ability to risk assess cases for property & casualty fraud/ FC
- Strong understanding of claims and underwriting processes
- Superior analytical, problem-solving and decision-making skills
- Strong customer service and communication skills – ability to communicate diplomatically and empathetically both verbally and in writing
- Strong Reporting and Communication Skills
- Assertive and comfortable with challenge and ambiguity
- Investigative competency
- Technical knowledge of all insurance lines of business, including policies, claims, and related legislation
- Ability to make confident and objective decisions in matters having high potential for legal precedent or legal dispute
- Assess quality assurance in the team and provide feedback
- Knowledge of French an asset to communicate, with our customers, partners and other Aviva teams located across Canada
- Compelling rewards package including base salary, eligibility for annual bonus, paid vacation, retirement savings, share plan, health benefits, personal wellness account, and 3 paid volunteer days per year.
- Our vacation package starts at 4 weeks
- Outstanding Career Development
- Paid professional development education (Controlled Insurance Program designation)
- Corporate wellness programs to support our employees' physical and mental health
Special Investigations Unit - Markham, Canada - Aviva
Description
Individually we are people, but together we are Aviva. Individually these are just words, but together they are our Values – Care, Commitment, Community, and Confidence.
Our Verify Investigations team is looking for a Special Investigations Unit & Verify, Intake Manager
The role will provide subject matter expertise for Aviva Canada's fraud and financial crime (FC) triage & intake of investigations, for all lines of business nationally. The person will be accountable for managing and supervising the team's assessment, intake and assignment of cases that require investigation in SIU and Verify. Collaborate with the line of business to develop training and mentoring to support detection of fraud and FC. Provide feedback to analytics partners to develop rules and methods to proactively detect fraud and identify new investigations. Oversee management of the mailbox and communications with internal and external parties.
A large component of this role will be process optimization and how we can streamline automation to make our work simpler.
Does this sound like you? If so, read on.
What you'll do:
What you'll bring:
What you'll get:
Aviva Canada has an accommodation process in place to provide accommodations for employees with disabilities. If upon commencement of employment you require a specific accommodation because of a disability, please contact your Talent Acquisition Partner so that an appropriate accommodation can be arranged. This process applies throughout your career with Aviva Canada.