branch Operations senior associateFWD Life Insurance Corporation

Job Description
About FWD Life Philippines
FWD Life Insurance Corporation (FWD Life Philippines) launched its commercial operations in September 2014. As of end-2022, FWD Life Philippines ranks 3rd and 6th in terms of Paid-up Capital(1) and New Business Annual Premium Equivalent(2), respectively.
FWD Group is a pan-Asian life insurance business with more than 10 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance.
For more information, please visitfwd.com.ph.
1 Statistics Life 2022 Based on Paid-Up Capital
2 Statistics Life 2022 Based on New Business Annual Premium Equivalent
To deliver the desired customer experience through:
A. Branch Service delivering quality and speedy decisions in all customer interfaced transactions. Ensuring that right and fair resolutions are made all the time.
B. Prompt and accurate processing and decision making for all minor policy service change requests.
C. End to end processing of all Php100K and below partial withdrawals, auto-reinstatements and paid to date advance request.
D. Pro-active and efficient support and coordination with the Agency Team, Distribution Team and Customer Connect Service Delivery Team for their client related requests.
E. Answering client emails via expanded role in Customer Connect in case needed
F. Providing support to other branches on volume transactions via balance loading and premium connect email handling in case needed.
Key Responsibilities:
1. Servicing Functions
. Effectively addresses customer queries. Customers include agents, policyholders, third party representatives, beneficiaries, potential clients.
o via face-to-face branch servicing, remote clustering if needed.
. Processes and decides on customer requests received through all servicing channels
o processing using available tools such as Life Asia, OWB (Operations Work Bench), AWPL and Omne.
. Refers cases to the approving authority, if above his/her limits and monitors until final resolution.
o 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).
o Clearly identifies and defines issues raised by customers.
o Undertakes the review of complaints following a high professional standard
o 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
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 such as OWB and AWPL)
. 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.
Skills & Experiences:
. 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.
. Fresh graduate entertained.
Privacy Notice
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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.