branch Operations senior associateFWD Life Insurance Corporation

About FWD Life Insurance Corporation FWD Life Insurance Corporation (FWD Insurance) is part of pan-Asian FWD Group. FWD Insurance launched its commercial operations in September 2014. As of end-2019, FWD Insurance ranks 1st in Customer Experience in About FWD Life Insurance Corporation FWD Life Insurance Corporation (FWD Insurance) is part of pan-Asian FWD Group. FWD Insurance launched its commercial operations in September 2014. As of end-2019, FWD Insurance ranks 1st in Customer Experience in the Philippines(1). FWD Insurance maintains its strong financial position as top 3 and 8 in terms of Paid-up Capital(2) and New Business Annual Premium Equivalent(3), respectively. FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah, and Family Takaful products across a number of its markets. Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group. In the Philippines, FWD has 17 business hubs located in key cities nationwide, with its headquarters in Bonifacio Global City in Taguig. FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance. For more information, please visit . 1 Based on a commissioned Customer Experience Index 2019, conducted by Forrester Consulting 2 Statistics Life 2019 Based on Paid-Up Capital 3 Statistics Life 2019 Based on New Business Annual Premium Equivalent Job Purpose: To deliver the desired customer experience through: Branch Service delivering quality and speedy decisions in all customer interfaced transactions. Ensuring that right and fair resolutions are made all the time. Prompt and accurate processing and decision making for all minor policy service change requests. End to end processing of all Php100K and below partial withdrawals, auto-reinstatements and paid to date advance request. Pro-active and efficient support and coordination with the Agency Team, Distribution Team and Customer Connect Service Delivery Team for their client related requests. Performing Live Chat and answering client emails via expanded role in Customer Connect Providing support to other branches on volume transactions via balance loading and premium connect email handling. Basic Measures 100% Branch Operations SLA Metrics Achievement Staff Productivity on the following:(Processing minor transactions, Partial withdrawals, Live chat and email handling for customer connect role, and Email handling productivity for premium connect role) Attendance on doing split functions of 80% (4 days) branch servicing and 20% (1 day) customer connect servicing. Complaint Resolution Reliability Ratio Key Responsibilities: 1. Servicing Functions Effectively addresses customer queries. Customers include agents, policyholders, third party representatives, beneficiaries, potential clients. via face-to-face branch servicing, remote clustering, premium connect email handling, Live Chat and customer connect email handling. Processes and decides on customer requests received through all servicing channels processing using available tools such as Life Asia, OWB (Operations Work Bench), AWPL and TAPP. Refers cases to the approving authority, if above his/her limits and monitors until final resolution. approval coming from POS for partial withdrawal, Corporate Services on branch utilities, Agency Distribution on agent's tablets and licensing concern, Finance on business permit concern and Claims for individual and corporate claims 2. Inquiry and Complaint Management Responsible for the end-to-end handling of branch customer complaints, queries and requests for information (including agency, new business, pos and claims and lead referrals). Clearly identifies and defines issues raised by customers. Undertakes the review of complaints following a high professional standard Makes recommendations to properly resolve customer issues. Escalates complaints and queries to Branch Operations Head copied concerned division/area in the Home Office for response or feedback following agreed procedures and within agreed timelines. Closely tracks and monitors aging of complaint resolution Conducts appropriate and thorough investigation of all cases to ensure efficient, transparent and fair resolution of complaints Ensures that all relevant standards within the customer care guidelines and procedures are met. 3. Office Administration Manages the branch safety protocols in coordination with Risk and OSH. Coordinate with Branch Operations Head and Corporate Services all logistical requirements, monitors, communicates and executes any office renovation and maintenance requirements. Supervises third party contractors such as janitorial and security services. Manages the resources in the FWD Connect Centre including F&E, HW/SW, training rooms, etc. 4. Documentation and Record Keeping Diligently records each case and maintain it in a knowledge base as reference for future cases. (e.g. tools, OWB and Branch Logsheet Honeycode) Prepares daily, weekly & monthly administrative/statistical reports. 5. Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements. Requirements: College graduate of any business course Insurance background an advantage Customer service experience in retail, bank industries or government offices For Senior Branch Executives, must have at least 2 years minimum experience in Insurance Operations. Willing to work in FWD Imus, Branch (Mon-Fri) Privacy Notice Your privacy is a priority for FWD. The Company keeps your personal information with us in confidence. To know more about how we process your information, kindly refer to our FWD Recruitment Privacy Notice. FWD has partnered with Talocity Instasolutions Private Limited ("Talocity") to manage the initial filtering of candidate's profiles through video interviews, social profile mapping, and video analytics using artificial intelligence engine that is offered within the Talocity platform. The platform evaluates the candidate on the five well-known dimensions as per OCEAN Personality Model that influence occupational success and help understand workplace behavior. For more information, please refer to . When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.
Monster

Philippines
Permanent
Full-time