Claims Operations & Customer Experience Specialist

FWD Group Management Holdings Limited; Philippines; On-site; PHP 300,000 - 540,000; Full time

Job summary

FWD Group is seeking a Claims Specialist in the Philippines to serve as the first line of communication for claimants from notification to final decision. The role involves coordinating with distributors and internal teams to ensure accurate, timely processing and clear communication of outcomes.

You will manage Customer Connect Services for claims, handle denial/appeal cases, and support VIP claim coordination while upholding service levels and compliance across operations.

Responsibilities

• Manage the delivery of Customer Connect Services related to Claims operations, including email, SMS, and mobile access support.
• Facilitate handling of denial and appeal cases and represent claims on escalated cases to distributors and claimants.
• Coordinate VIP claims and ensure timely completion of requirements with clear status communication to stakeholders.
• Implement monitoring/control measures to ensure service quality and SLA compliance.
• Assist in documentation, reporting, and ad hoc projects including UAT for Claims enhancements.

Tools

OWB System

Job description

FWD Group is seeking a Claims Specialist in the Philippines to serve as the first line of communication for claimants from notification to final decision. The role involves coordinating with distributors and internal teams to ensure accurate, timely processing and clear communication of outcomes.

You will manage Customer Connect Services for claims, handle denial/appeal cases, and support VIP claim coordination while upholding service levels and compliance across operations.