Customer Connect Associate

FWD Insurance; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

FWD Life Philippines is seeking a customer service professional to handle email, live chat and social media inquiries, processing policy service changes and coordinating with operations to resolve requests promptly. The role emphasizes accurate, fair processing, timely feedback, and high-quality customer experience, serving policyowners, beneficiaries, financial advisors or potential clients.

You will work with a proactive team to acknowledge interactions, manage simple transactions, coordinate

Qualifications

• Acknowledge all received email, chat or social media interactions.
• Complete resolution for simple inquiries and identified assigned simple transactions.
• Facilitate policy change requests via OWB case creation to assigned Operations Business Unit.
• Coordinate inquires and investigation to operations team.
• Coordinate complaint escalation to Feedback Management Specialist.
• Provide timely feedback on resolution of requests.
• Meet email productivity and maintain Email timeliness on daily and monthly basis.

Responsibilities

• Acknowledge all received email, chat or social media interactions.
• Complete resolution for simple inquiries and identified assigned simple transactions.
• Facilitate policy change requests via OWB case creation to assigned Operations Business Unit.
• Coordinate inquiries and investigation to operations team.
• Coordinate complaint escalation to Feedback Management Specialist.
• Provide timely feedback on resolution of requests.
• Meet email productivity and maintain Email timeliness daily and monthly.

Job description

Job Description

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 40 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com.

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.

For more information, please visit fwd.com.ph.

1 www.insurance.gov.ph > Statistics > Life > 2022 > Based on Paid-Up Capital

2 www.insurance.gov.ph > 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, live chat and other non-voice channels (e-commerce, social media etc). 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 processing to all policy service change requests, and pro-actively and efficiently coordinate with operations team requiring resolution of the requests. The customer may be an FWD policyowner, beneficiary, financial advisor or potential client.

Service Functions

• Acknowledge all received email, chat or social media interactions.
• Complete resolution for simple inquiries and identified assigned simple transactions.
• Facilitate policy change requests via OWB case creation to assigned Operations Business Unit
• Coordinate inquires and investigation to operations team.
• Coordinate complaint escalation to Feedback Management Specialist.
• 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.

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 Talocity Privacy Policy.