- 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.
Skills Required
- Understanding of compliance regulations (PIB Group, FCA, DPA, ICOB, GDPR)
- Experience in customer service or support roles
What We Do
Since our formation in 2015, PIB Group has been on a mission to create a leading position in the provision of specialist insurance solutions across the UK market and beyond. It’s been an exciting journey as we’ve remained focused and committed to delivering everything that we set out to achieve. We’ve been growing rapidly through acquisition, and by employing outstanding individuals with a wealth of knowledge and experience across the insurance market. By bringing together companies and individuals recognised as leaders across a range of specialist markets, PIB can draw on their vast expertise and insights which in turn enables customers to enjoy the highest levels of service. That journey has led to PIB Group today being a highly diversified insurance distribution consolidator focusing on specialist commercial lines and non-standard personal lines products with deep expertise across both direct and B2B distribution through its broking, underwriting and network divisions. In 2021, PIB Group secured further investment from Apax partners (the ‘Apax Funds’) and re-investment from PIB’s existing investor since 2015 The Carlyle Group. The investments enable PIB to continue our ambitious growth plans.
