Desktop Investigator

Department: Operations

Reports To: Desktop Investigations Manager

Location: Troy, MI / Remote

Employment Type: Full-Time

Summary of Role and Position

Desktop Investigators perform claims investigations utilizing various public record searches, records retrievals, online searches (social media and otherwise), skip traces, and facility canvasses, using desktop, telephone, and mail resources, to compile results and prepare comprehensive investigative reports in support of ongoing surveillance / SIU investigations and/or as a standalone service. The ideal candidate will possess a sense of urgency, excellent verbal and written communication skills, intermediate computer skills, and sound judgment. Additionally, this candidate must be a calm professional who works well under pressure and with colleagues and managers within the company.

Essential Duties and Responsibilities

• Perform claims investigations utilizing various public record searches, record retrievals, online searches (social media and otherwise), skip traces, and facility canvasses, using desktop, telephone, and mail resources.

• Contact facilities via phone based on referral requests, type of loss, demographics, and any other pertinent factors.

• Note all contacted facilities, representative names, record retrieval protocols, and pertinent details.

• Compile results and prepare comprehensive investigative reports, following formatting and reporting protocols, and generate invoices for each report based on specific client rates and specifications.

• Review assigned cases for client requests and protocols.

• Flag files based on developed information and provide updates to appropriate parties of potential findings.

• Attend virtual and in-person meetings as delegated by management.

• Manage workload, ensuring completed investigations, including any specific requirements, are delivered as the client instructed, as well as delivered to the case management system as per protocol.

• Prioritize workload based on case deadline and urgency.

• Deliver final investigation reports and invoices to the appropriate parties (e.g., Case Director, Case Manager, Finance).

• Enter all reports and invoices into the case management system and manage each case file.

Accountabilities

• Maintain daily workload.

• Communicate and consult with team members.

Qualifications & Experience

• Excellent oral and written communication skills.

• PC literate, including Microsoft Office products.

• Strong organizational skills.

• Excellent interpersonal skills.

• Ability to work in a team environment.

• Ability to meet or exceed Performance Competencies.

• Clear and conceptual thinking ability.

• Excellent judgment.

• Troubleshooting, problem solving, analysis, and discretion.

• Ability to handle work-related stress.

• Ability to handle multiple priorities simultaneously.

• Ability to meet deadlines.

• Computer keyboarding skills.

Education & Licensing Required or Preferred

• High School Diploma or equivalent.

• AS/AA Degree or higher preferred.

• One (1) year of industry experience preferred.

• Or equivalent combination of education and experience.

Equipment, Software and Database Required

• Computer / Laptop (same software loaded), second monitor, email, high speed Internet.

• Access to ROC.

• Smartphone with data plan and Wi-Fi connectivity capabilities.

• Office furniture / desk / chair / file cabinet.

• Microsoft Outlook / SCOUT / ROC / VPN Access to Home office.

• Transportation & Travel Requirements: N/A.