Claims & Customer Experience Coordinator

FWD Insurance; Philippines; On-site; PHP 335,000 - 670,000; Full time

Job summary

FWD Life Philippines is seeking a Claims Operations professional to manage customer-connect services for claims, coordinate VIP submissions and ensure timely, accurate communication of decisions. The role also covers complaints handling, VOC monitoring and supporting process improvements within the Claims team.

The position emphasizes adherence to SLA, data accuracy in OWB, and collaboration with distributors and claimants to deliver a positive customer experience.

Qualifications

• Experience in claims operations or customer service is advantageous.
• Strong written and verbal communication skills.

Responsibilities

• Manage the delivery of Customer Connect Services related to Claims operations, including the claims connect email, SMS and mobile access support.
• Facilitate handling of denial and appeal cases; represent claims on escalated cases and communicate with distributors and claimants.
• Coordinate VIP claims submissions; ensure timely completion, accurate status tracking and clear final decision communication to stakeholders.
• Implement monitoring and control measures to ensure service quality and SLA compliance; perform daily monitoring and reporting.
• Prepare daily reports on answered emails, claims submissions, compliance requirements and follow-ups; ensure timely responses and adherence to standards.
• Standardize email subject lines to improve tracking and prioritization of claims.
• Support OWB data entry and upload of claim documents; assist claims analysts to expedite handling and maintain compliance.
• Manage customer service recovery and resolution for all claims-related feedback and complaints within turnaround time; escalate when needed.
• Monitor VOC results; represent Claims team in CX-related initiatives.
• Provide ad hoc documentation and statistical reports; participate in UAT and process improvements; support ongoing business needs.

Job description

FWD Life Philippines is seeking a Claims Operations professional to manage customer-connect services for claims, coordinate VIP submissions and ensure timely, accurate communication of decisions. The role also covers complaints handling, VOC monitoring and supporting process improvements within the Claims team.

The position emphasizes adherence to SLA, data accuracy in OWB, and collaboration with distributors and claimants to deliver a positive customer experience.