Lead investigation and resolution of complex fraud cases within GEICO's Special Investigations Unit. Manage a team of investigators while ensuring compliance and successful outcomes.
About the role
- Lead intake, triage, and resolution of complex, high-profile, or sensitive customer escalations.
- Act as incident lead for urgent cases, coordinate Legal, Operations and ELT stakeholders, and run post-incident reviews.
- Build and maintain OOTP playbooks, standard operating procedures (SOPs), and service standards that drive consistency across all cases.
- Coach and develop OOTP specialists to support consistent, high-quality case resolution.
- Use case data to spot trends, quantify impact, and escalate systemic issues with clear root-cause narratives and owners.
- Partner with Operations to implement corrective actions and verify effectiveness.
- In collaboration with Legal, represent the company with regulators and external stakeholders on time-sensitive matters.
- Provide planned and ad hoc coverage to maintain continuity during vacations and surges.
- Prepare and present reports to senior leadership summarizing case metrics, emerging risks, customer impacts and decisions required.
Requirements
- 7+ years of experience in customer operations, case management, or escalation leadership, including high-stakes or regulated environments.
- Proven leadership and mentoring experience with measurable quality or outcome improvements.
- Strong written and verbal communication skills, including experience preparing executive-level reports.
- Ability to manage sensitive and high-pressure situations with professionalism, empathy, and discretion.
- Skilled in root cause analysis, trend reporting, and continuous improvement methodologies.
- Comfortable interfacing with senior leaders, legal teams, and external regulators.
- Strong organizational skills with the ability to manage competing priorities.
- Bonus: experience with Salesforce or similar CRM, Jira or equivalent workflow tools, and dashboarding tools such as Power BI.
Benefits
- 100% company covered heath and dental benefits from day 1
- Plan for retirement with Deferred Profit Sharing Plan (DPSP) and RRSP Matching
- Grow with us! We cover annual fees for your professional designation
- Paid personal and sick days on top of your vacation
- Summer hours to enjoy the weather
- Company sponsored social events & more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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