Senior Manager, Special Investigations

About Agero:Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.

Role Description and Mission:

This position will have primary responsibility for conducting investigations and reviews of fraudulent activities on the part of independent towing and roadside companies, end-consumers, and call center agents. Additionally, this position will collaborate with industry participants to advocate for state legislative solutions for the process and fees charged in the towing and short-term storage of passenger vehicles in the U.S. (both consent and nonconsent towing activities).

Key Outcomes:

• Manage ongoing engagement with the SIU teams at insurance clients.
• Maintain high and refined standard operating procedures for investigations.
• Manage and enhance the strategic partnership Agero has with the National Insurance Crime Bureau (NICB).
• Establish and manage relationships with government affairs offices at insurance clients.
• Conducting confidential investigations of towing and roadside assistance companies, end-consumers, and call center agents that have evidenced suspicious or fraudulent behavior. 
• Assisting with the resolution of predatory towing events.
• Collaborate with internal colleagues with new and ongoing investigations; thought leader on identifying fraud trends.
• Analyzing documentation, such as victim testimonies and financial and transactional records, to determine if and how the improper activity occurred.
• Develop and document information on any investigation, file review, audit, training assignment, consulting engagement, or other project, as directed, by writing clear and concise reports, memos, and letters.
• Liaising with victims of fraud, law enforcement, clients, and court officials when a civil or criminal case is ongoing.
• Testifying and providing statements on behalf of the company in civil or criminal proceedings.
• Independently outline approaches for assignment objectives and appropriately document and communicate with clients and internal colleagues.

Skills, Education & Experience: 

• Formal Education and Certifications Required:
• A Bachelor’s Degree in criminal justice or related field
• At least five years demonstrated experience conducting complex investigations (auto insurance experience is preferred).
• Experience conducting internal investigations and managing investigations involving sensitive information. 
• Experience discussing investigative findings, making recommendations to, and collaborating with SIU teams at insurance companies, internal and external attorneys, investigators, departments of insurance, and law enforcement authorities.
• Experience using data analytics tools to find and analyze fraud.
• Working knowledge and understanding of anti-fraud laws, insurance regulations, and compliance rules and standards. 
• Experience in working within a corporate setting.
• Strong interpersonal skills, including significant investigative experience, ability to work independently, and ability to work collaboratively with multiple internal teams.

Hiring In:

• United States:  AZ, CA, FL, GA, NH, IL, KY, MA, MI, NC, NM, TN, VA 

• Canada: Province of Ontario