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, Fraud and Financial Crime team is looking for an SIU Auto Desk Investigator!

Come join our team!

What you'll do:

• Provide guidance and assistance on investigative techniques to Claims Advisors and other claims staff;

• Monitor investigation capabilities of Claims Advisors, and implement appropriate interventions where necessary to enhance fraud detection and investigation capabilities;

• Provide ongoing technical expertise for claim fraud detection, investigation and disposition;

• Develop and deliver learning interventions (e.g., huddles, workshops, one-on-one coaching, etc.), relating to investigation, fraud awareness, detection and prevention;

• Prioritize investigations based on capacity and benefit to the company and customers

• Participate in the development, ongoing evaluation and enhancements to investigative indicator technology;

• Establish investigation strategy, gather and analyze facts, order appropriate searches, correctly utilize investigative vendors where required, conduct interviews through recorded statements, conduct EUO’s, manage case file, and ensure proper documentation and collection of physical evidence;

• Partner with other Investigators as required;

• Determine when an investigation is ready for disposition;

• Prepare for and participate in Decision Panel meetings, as required;

• Build a defendable case;

• Manage customer relationship when dealing with difficult suppliers;

• Liaise with Aviva Verify and legal teams;

• Evaluate evidence on an ongoing basis until the validity of the issue in question can be determined;

Claims Handling

• Ensuring prompt and equitable investigation in accordance with corporate procedures and legislation to allow Claim Advisors to reach a timely resolution;

• Responsible to ensure all correspondence is completed in a time efficient/effective manner, including appropriate insurance forms, proof of loss form, and reservation of rights letters, etc.

• Review and compile facts, policy, and technical reports;

• Responsible for recognizing recovery opportunities;

• Effectively advise and counsel Claim Advisors and/or customers on claim status; provide prompt and exemplary customer service while keeping related parties informed.

• Investigative strategy completed based on specific claim concerns

What you'll bring:

• Post-secondary education– insurance/investigation related preferred;

• CIP designation or working towards CIP;

• Minimum 5 years of experience adjusting automobile claims, including specialization in handling deceitful claimants and policyholders and difficult suppliers;

• Strong technical knowledge specific to claims line of business;

• Highly organized individual with a capability to prioritize tasks on an on-going basis;

• Investigative or litigation background preferred

• Strong understanding of claims and underwriting processes;

• Superior analytical, problem-solving and decision-making skills;

• Leadership abilities, coaching and team-building skills;

• Excellent presentation skills;

• Aptitude for learning and development initiatives;

• Excellent communication skills, both verbal and written;

• Strong customer service skills – ability to communicate diplomatically and empathetically throughout the claim and investigation process;

• Assertive and comfortable with challenge and ambiguity.

• Ability to diffuse/de-escalate combative situations; and

• Strong technical knowledge of automobile policies and applicable Statutory Conditions and related legislation;

• Ability and high comfort level to take a detailed and informative recorded, telephone or in-person statements from the insured and/or involved witnesses.

• Strong analytical skills with a great attention to detail and the ability and focus to determine the direction of an investigation, while keeping timelines as an ongoing priority.

What you’ll get

• Compelling rewards package including base compensation, eligibility for annual bonus, retirement savings, share plan, health benefits, personal wellness, and volunteer opportunities.

• Exceptional Career Development opportunities.

• We’ll support your professional development education.

• Competitive vacation package with the option to purchase 5 extra days off per year

• Employee driven programs focused on gender, LGBTQ+, origins, diversity and inclusion

• Corporate wellness programs to support our employees’ physical and mental health

• Hybrid flexible work model

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.

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