Customer Connect Associate

Philippine Future Providers PFP Inc.; Philippines; On-site; PHP 260,000 - 380,000; Full time

Job summary

FWD Life Philippines is seeking a customer service professional to manage non-voice interactions, including email, live chat and social media. You will address policy service change requests, inquiries and potential complaints while coordinating with the Operations Business Unit to ensure accurate, timely resolutions.

The role focuses on delivering prompt responses, maintaining productivity and timely email handling, and contributing to a smooth customer experience across digital channels.

Qualifications

• Handle email, live chat and social media interactions for policy services.
• Coordinate with Operations for policy changes and inquiries.
• Provide timely, accurate responses and resolutions to customers.

Responsibilities

• Effectively address email, live chat and social media inquiries related to policy services.
• Process policy change requests and coordinate with the Operations team.
• Provide timely feedback on resolution of requests and maintain productivity.

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.

Effectively address all Email, live chat, social media or other non-voice transactions, such as policy change requests, potential complaints, and coordination of inquiries and concerns. The following are specific tasks covering the function:

• 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.

Performs other responsibilities and duties periodically

Assigned by supervisor to meet operational and/or other requirements.

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.