SUPPORT ASSOCIATE

• Ensure 100% compliance with FCA and GDPR regulations.
• Take ownership of your workload, ensuring all allocated tasks are completed by the end of each day.
• Achieve a minimum Quality Assurance standard, mitigating and resolving errors to prevent customer impact.
• Manage and process rent guarantee insurance claims activities on behalf of the business, as applicable to PIBBO’s scope.
• Review and verify claims documents, ensuring compliance with Group policy and UK regulatory requirements.
• Coordinate with the UK-based team for claim assessments, approvals, and escalations.
• Maintain accurate and up-to-date claim records in internal systems.
• Meet all agreed KPIs for the role.
• Report problems promptly to avoid customer impact, escalating issues to senior team members as necessary.
• Contribute positively to departmental KPIs by working collaboratively within the team.
• Identify and report potentially fraudulent applications through appropriate channels to mitigate risks to customers.
• Use systems and applications accurately to manage workloads and report issues effectively.
• Maintain open communication and liaise with other departments within PIB Back Office.
• Provide regular updates on file progress to relevant Executives.
• Pursue continued professional development and expand product knowledge and technical expertise.
• Identify, report, and resolve potential breaches, complaints, errors, or omissions through appropriate channels.
• Respond constructively to Quality Assurance feedback and reviews.
  
  

Perform Other Duties As Required.

Individual Conduct Rules:

You must act with integrity. You must act with due skill, care and diligence. You must be open and cooperative with the FCA, the PRA and other regulators. You must pay due regard to the interests of customers and treat them fairly. You must observe proper standards of market conduct.

Compliance with the FCA Conduct Rules is required at all times and will be evidenced through annual performance reviews.

Fitness & Propriety

You will be assessed on a regular basis in line with PIB’s requirements to ensure that you:

Maintain your ‘fitness’ at an appropriate level to undertake the function you perform in a sound and prudent manner at all times-this relates to your experience, knowledge, skills and professional qualifications (where appropriate) and associated CPD. Maintain your ‘propriety’ at all times-this relates to good repute, honesty, integrity and financial soundness. This includes advising the firm of any changes in circumstances and conflicts of interest that could materially affect your fitness or propriety. Have undertaken or are undertaking all relevant training.

Compliance of Fitness & Propriety will be evidenced through PIB’s annual checks on Fitness & Propriety (e.g. financial soundness), through annual performance reviews and through completion of your Fitness & Propriety Declaration.

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