About this Support Associate role at PIB Group
PIB Group · Onsite · IN - Vadodara - A-2 Building
- 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.
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