Q. See Case Study G. Paul Sherbert has communicated that he has ambitions to join the fraud prevention team, although he currently works in a different department, and rarely has faceto-face contact with anyone from the division. Give examples of three steps he can take to establish and build a rapport with members of the fraud prevention team.

CASE STUDY G

Tooting and Malbern- Paul Sherbert

Paul Sherbert is an employee of Tooting and Malbern, an insurance company based in Perth. Paul answers incoming calls for the company, dealing with insurance claims specifically - although he has only worked in this job for three months.

He has received a call which has raised some alarms, as he believes it may be a fraudulent insurance claim. He knows that, according to his organisation's protocols and procedures, this information needs to be communicated to the fraud investigation team immediately, either face-to-face or over the phone. This is one of the company's primary rules for call centre staff and must be adhered to at all times.

However, because Paul has ambitions of working for the fraud prevention team, he believes he can prove himself if he deals with this case on his own. Because of this, he decides to set up his own investigation into the claim, and plans to tell his manager when he has solved the case.