Validation Specialist, Customer Team

Role Overview

• Conduct validation checks on a wide range of documents and policies.
• Using tools to identify document fraud and flag cases when relevant.
• Handle inbound enquiries and conduct outbound calls with customers.
• Record and track validation outcomes with precision and in compliance with procedures.
• Escalate potential fraud cases in line with agreed processes.
• Collaborate with Customer Care and Underwriting to ensure compliance and service consistency.
• Spot trends and highlight opportunities for automation or process improvements.
• Support Customer Fulfilment activities (phone, email, live chat).

Requirements

• Previous experience in a customer service or validation operations role within a regulated environment (insurance experience desirable but not essential).
• Strong attention to detail with an ability to spot discrepancies quickly and accurately.
• Good working knowledge of document handling and validation processes.
• Confidence using digital tools and platforms to manage workload effectively.
• Clear written and verbal communication skills.
• Ability to work independently while collaborating with the wider team.
• Experience in a fraud or compliance setting desirable.

Benefits

• Hybrid working with a mix of home and office days.
• Access to learning resources and mentorship.
• Private healthcare, gym discounts, wellbeing programs, and mental health support.