Claims Experience Lead — VIP & Complex Claims

FWD Group Management Holdings Limited; Philippines; On-site; PHP 400,000 - 800,000; Full time

Job summary

FWD Life Philippines seeks an experienced claims operations professional to manage the customer experience and ensure a positive journey for claimants and beneficiaries, serving as the first line of contact for Claims analysts, distribution teams, and claimants from notification to decision. You will coordinate responses and maintain high service standards in a dynamic environment.

The role emphasizes process improvement, accuracy in data handling, and collaboration with cross-functional teams

Responsibilities

• Deliver claims operations support via Customer Connect Services, including email, SMS, and mobile access.
• Coordinate denial and appeal cases; escalate complex claims to Head of Claims.
• Monitor VOC results; represent Claims team in CX initiatives.
• Provide administrative support and participate in user acceptance testing (UAT) for claims-related enhancements.

Job description

FWD Life Philippines seeks an experienced claims operations professional to manage the customer experience and ensure a positive journey for claimants and beneficiaries, serving as the first line of contact for Claims analysts, distribution teams, and claimants from notification to decision. You will coordinate responses and maintain high service standards in a dynamic environment.

The role emphasizes process improvement, accuracy in data handling, and collaboration with cross-functional teams