Counter Fraud Policy Expert is a forward-thinking business that loves to get things done. Having achieved rapid growth since being founded in 2011, we've won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK's No.1-rated home insurer by Review Centre since 2013. We're looking for empathetic, conscientious and customer-focused people to join us as Policy Expert– curious minds who want to help balance the need of our customers whilst protecting the need of the business and build something bigger for themselves. Whether you're fresh into the working world or looking to pivot into a new path, we'll meet you where you are. The Role You'll be a Key Player in safeguarding our business and supporting our genuine customers by thoroughly investigating and verifying information provided by policyholders. You'll work in a high-energy environment where every day brings new opportunities, challenges, and chances to shine. What You'll Be Doing: Policy Investigation & Risk Validation Investigate quotes and policies to ensure accurate risk assessment and rating. Verify customer details and documentation (e.g., driving licences, no claims bonuses, V5s). Communicate with policyholders via phone and written correspondence to gather information. Fraud Prevention & Detection Identify and prevent potential fraud through thorough checks and analysis. Ensure all investigations comply with company policies and regulatory standards. Outstanding Documents & Payments Recovery Pursue missing documents and payments with professionalism and effective negotiation. Manage disputed cases with tact and fairness to reach timely resolutions. Customer Communication & Service Provide clear, empathetic, and professional communication via calls and emails. Resolve queries efficiently, focusing on positive customer outcomes and support. Compliance & Administration Process documentation accurately and maintain detailed records to meet agreed service levels. Adhere to FCA regulations, company procedures, and call scripts consistently Teamwork and Contribution Work alongside colleagues across the business to support shared goals and add value. Support other operational teams when needed, sharing expertise and insight. Key Attributes for Success: Communicates with empathy, care and fairness, even in sensitive situations. Spot inconsistencies with great attention to detail and ensure accurate documentation Makes sound decisions under pressure for the best outcomes Handles challenges calmly and follows through on complex cases or resolving disputes. Consistently and efficiently manages workload and meets deadlines. Acts honestly and fairly, aligned with FCA standards. A team player that collaborates and supports continuous improvement. What's In It for You? Based in our Motherwell office Supportive team culture Career development & professional qualifications Enhanced holiday, maternity & paternity packages Social events & a vibrant workplace atmosphere Wellbeing programme to support your personal and professional life Buy and Sell Holiday Scheme Life Assurance x 4 times your salary Hybrid Working Option after Passing Probation Our application process consists of: Online Skills Assessment A telephone-based Interview with a member of our Talent Acquisition Team Final face-to-face interview with the Departmental Manager If you're ready to take ownership of your career, grow your skills, and be part of something exciting, this could be the perfect next move for you. We're proud to be an inclusive employer, championing diversity and offering support at every stage. If you need any adjustments during the application process, just let us know. We aim to be in touch within 7 working days – whether successful or not. And remember: if you're eager to grow and passionate about what we do, don't hesitate to apply – even if you don't tick every box.