Surveillance Coordinator

About the role

Allied Universal® is seeking a Surveillance Case Manager to oversee all customer service functions and quality control of the final investigative product. This role serves as the liaison between the client and the field staff conducting investigations, ensuring accurate funding records and effective case inventory management. Case Managers use discretion and independent judgment to resolve conflicts between clients and investigators.

Responsibilities

• Ensure timely closing of all files where the client requires no additional investigative activity.
• Provide a detailed description of reasons for unused authorization monies upon file closure.
• Use independent judgment to define and confirm client objectives (including due dates) on all new, reopen, and investigative referral cases; document objectives clearly in the “Client objectives” section of CAM (proprietary business software).
• Manage assigned case inventory, resolving conflicts between clients and/or investigators as needed.
• Respond to customer concerns, negotiating as needed, and escalate field operation issues to the appropriate Field Manager.
• Create accurate funding records for all items billable to the client.

Requirements

• Bachelor’s degree in Business, Business Administration, Criminal Justice, International Studies, National Security, Communications, or a related field.
• Minimum of two (2) years of experience conducting complex insurance investigations (preferred).

Benefits

• Medical, dental, vision, basic life, and AD&D insurance.
• Retirement plan and disability insurance.
• Seven paid holidays annually.
• Sick days available where required by law.
• Vacation time accrued at an initial rate of 3.08 hours biweekly; unused vacation paid out where required by law.