customer connect 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 quality and speedy facilitation of all customer requested transaction and inquiries received via email. This job will also ensure that the right and fair processing and resolutions are made ALL the time.
The job will manage the prompt and accurate email processing to all policy service change requests, and pro-actively and efficient coordinate with operations team requiring resolution of the requests.
The customer may be an FWD policyowner, beneficiary, financial advisor or potential client.
Key Responsibilities
Service Functions. Effectively address all Email transactions, such as policy change requests, complaints escalation, and coordination of complex inquiries. The following are specific tasks covering the function:
Acknowledge all received email. Complete resolution for simple inquiries and identified assigned simple transactions. Facilitate policy change requests via OWB case creation to assigned CCSD Team Coordinate complex inquires and investigation to operations team. Coordinate complaint escalation to Feedback Management Associate. Provide timely feedback on resolution of requests. Meet email productivity and maintain Email timeliness on daily and monthly basis.
Documentation/Reporting. Maintains a record of cases to build knowledge base. Support in preparing email related administrative reporting.
Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.
Knowledge and Skills
Must be college graduate
With at least 1-2 years experience working in Insurance operations.
Customer service experience from a bank/financial institution, hotel and hospitality industry, marketing & sales in a similar role are encouraged to apply.
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.