About this role
• Ensure 100% compliance with PIB Group, FCA, DPA, MOBI (Multi Occupancy Buildings Insurance), ICOB and GDPR regulations. • Ensure that Consumer Duty requirements are followed throughout company processes, procedures and in all customer interactions. • Complete all administrative tasks required to support claims activities, tenant referencing and the wider business, as applicable to PIBBO’s scope. • Manage and process tenant referencing and related activities on behalf of the business, where these fall within PIBBO’s remit. • Provide excellent service to customers via inbound and outbound communication. • Recognize and mitigate risk, identifying and reporting potentially fraudulent applications through appropriate channels. • Ensure policies are updated to reflect any incidents or claims data. • Maintain accurate and up-to-date customer and claim records in internal systems, including clear and accurate notes following all customer contact. • Effectively deal with and log complaints. • Support retention and/or generate additional income for the business wherever possible (for example: collecting missing payments; updating payment details; completing and upselling mid-term adjustments and transferring opportunities to the sales team; saving business from cancelling). • Take ownership and responsibility for your workload and performance, ensuring all allocated tasks are completed by the end of each day. • Input accurate data into all necessary logs, trackers and databases to record information and provide adequate MI and audit trails. • Meet all agreed KPIs for the role and contribute positively to departmental KPIs by working collaboratively within the team. • Meet or exceed Quality Assurance expectations, mitigate and resolve errors to prevent customer impact and respond constructively to QA feedback and reviews. • Report problems, potential breaches, complaints, errors or omissions promptly through appropriate channels, escalating issues to senior team members or your manager where necessary. • Coordinate with senior team members and UK-based teams for query resolution, approvals and escalations. • Maintain open communication and liaise with other departments within PIB Back Office, ensuring assistance is available to all departments when required. • Use systems and applications accurately to manage workloads and report issues effectively, identifying efficiencies and improvements within systems and processes. • Assist with transfers of business in line with company strategy. • Be aware of departmental targets and work as part of a team to influence them positively; meet or exceed individual targets and support team and business unit targets. • Identify and make recommendations for improvements to current working practices as required. • Understand all relevant protocols and ensure they are followed correctly. • Provide regular updates to relevant executives and stakeholders. • Proactively manage self-development and learning, pursuing continued professional development and expanding product knowledge and technical expertise. • Adhere to all Barbon/PIB policies. • Adopt a proactive approach to challenges and carry out any other tasks as directed by seniors or managers.