Fraud & Recovery Claims Analyst ( German or Dutch Speaking)

Job Description

Do you have previous claims experience, or perhaps experience gained in general insurance, administration, or customer service? We are currently looking for a Fraud & Recovery Analyst to join our EMEA Madrid Claims Centre team. This is an excellent opportunity for individuals seeking a position in insurance, particularly those with prior fraud experience.

The Fraud & Recovery Analyst supports Chubb's Counter Fraud & Recovery Programme, focusing on the timely and accurate completion of predictive model alerts, referrals, and achievement of local fraud and recovery targets. This role is ideal for individuals with experience in claims, insurance, administration, or customer service, and offers opportunities for professional development and on-the-job training.

This role offers a fantastic entry into an investigative specialised role, providing valuable exposure to the wider EMEA Claims Team. You'll collaborate closely with colleagues from diverse countries and foster strong partnerships, ensuring that supporting our brokers and customers remains at the heart of your efforts.

We are committed to offering thorough on-the-job training and robust onboarding for all new team members. This will equip you to become a proficient Fraud & Recovery Analyst and a valued member of the Madrid Claims Centre team. You will also have opportunities to continuously develop your technical expertise and investigative skills through on-the-job coaching and resources available via our talent portal.

If you are eager to advance your career in a dynamic and diverse international environment, leveraging your investigative skills to make a meaningful impact on our fraud prevention and recovery operations, we encourage you to apply and help us protect our business and customers with integrity and excellence!

Key Responsibilities:

• Complete all predictive model alerts, Fast Track, and TPA referrals within 2 business days.
• Contribute to the achievement of defined local Line of Business (LOB) Fraud & Recovery identification targets.
• Record all suspicious claims in both the Fraud Scorecard and Polonius; record all recovery claims in the Recovery Scorecard.
• Document and evidence effective fraud investigations and recovery actions within digital claim files.
• Report all fraud investigation and recovery outcomes in the appropriate scorecards and systems.
• Utilize digital tools (Fraud, Recovery, QA, Qlik Sense Scorecards) to monitor performance and implement corrective actions.
• Use fraud detection tools such as IFB, FDS, etc.
• Fraud Triage Analysis:
• Analyze Fast Track suspicious referred cases, ensuring proper recording in Polonius and internal trackers.
• Take ownership of analyzing potential fraudulent indicators and refer strong suspicions to local fraud managers.
• Collaboration & Implementation:
• Collaborate in the implementation of new fraud solutions (e.g., IFB, DETECT).
• Work with the Fast Track team to improve referral processes.
• Stay current on industry trends and practices to enhance fraud detection.
• Knowledge of my Organization:
• Collaborate with the Team Leader, and colleagues in a dynamic and agile environment, leveraging Chubb's organizational systems and networks.
• Ensure compliance with service standards, including SLAs, authorities, and sanctions checks.
• Organize workload and establish priorities; ensure all relevant communications are recorded in each claim.
• Knowledge of Products and Services:
• Maintain up-to-date knowledge of Chubb's Fraud & Recovery products and services to ensure claims are processed in alignment with the wider global team.
• Participate in ongoing training, complete mandatory and professional development courses.
• Operational Excellence:
• Label and archive documentation per SOPs; ensure claims resolution is supported by required documents.
• Attach all incoming communications to claim files within 10 business days.
• Maintain proactive communication with local teams, participate in regular meetings, and resolve issues collaboratively.
• Contribute to process improvement, standardization, and operational excellence.
• Seek assistance from your Team Leader for client issues beyond your resolution and contribute to continuous improvements.
• Commit to personal development through on-the-job coaching and training, continuously improving technical knowledge and investigation expertise.

Qualifications

Key Requirements:

• Advanced proficiency in English (C1) is required.
• Native or bilingual proficiency in Dutch, and/or German is essential.
• Bachelor's degree in Law or related field is preferred.
• General knowledge of insurance is advantageous.
• Experience in claims handling, fraud investigation, or customer service (preferred)
• Strong organizational skills and the ability to work effectively under time constraints.
• Ability to prioritize tasks and work within SLAs while managing time effectively.
• Exceptional written communication skills for email correspondence and strong telephonic communication abilities, ensuring a high standard of customer service.
• Attention to detail and a commitment to maintaining high levels of quality and accuracy throughout the investigation process.

Experience working independently or as part of a team; self-motivation is essential.

• Experience in process and results orientation, with strong analytical skills.
• Bachelor's degree is preferred.
• Fluent level in English. Native lor bilingual level of French is essential.
• Proficiency in MS Office, especially Excel.
• Customer-oriented attitude with strong customer service skills.
• Strong attention to detail and a desire to deliver high-quality results.
• Problem-solving ability and decisiveness.
• Ability to work both independently and as part of a team.
• Previous experience in an underwriting support role and an insurance background is preferred.
• Minimum High School Certificate.
• Confident with effective communication and interpersonal skills, both verbal and written.
• Timeliness and execution in task completion.

What we offer in return:

• 32 days of vacation a year
• 2 days working from home option + additional flexible days
• Working from home allowance
• Entry time flexibility
• Private medical insurance
• Life and accident insurance
• Meal allowance
• Pension plan
• Stock purchase plan
• Flexible compensation scheme
• Wellhub
• Employee assistance program
• Comprehensive Learning & Development offer

Integrity. Client Focus. Respect. Excellence. Teamwork
Our core values dictate how we live and work. We're an ethical and honest company that's wholly committed to its clients. A business that's engaged in mutual trust and respect for its employees and partners. A place where colleagues perform at the highest levels. And a working environment that's collaborative and supportive.

Diversity & Inclusion
At Chubb, we consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness and respect, regardless of their age, disability, race, religion or belief, gender, sexual orientation, marital status or family circumstances.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Equal Opportunity Statement

It is our policy to provide equal employment opportunity in all of our employment practices without regard to race, color, religion, sex, national origin, ancestry, marital status, age, individuals with disabilities, sexual orientation or gender identity or expression or any other legally protected category.

Applicants for positions with Chubb Spain must be legally authorized to work in Spain.