Customer Connect Specialist-2

FWD Insurance; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

FWD Life Philippines is seeking a Customer Service Specialist to handle inquiries across channels and ensure timely, accurate responses.

The role includes resolving minor complaints, acting as SME for products, and guiding frontline staff while maintaining compliance and high service standards.

Responsibilities

• Effectively address customer queries received from all touchpoints (email, live chat, voice and social media)
• Meet and Exceed internal KPI metrics (AHT, service level and productivity)
• Resolve minor complaints 90% of all cases handled within the expected turnaround time.
• Conservation activities with policyowners
• Acts as the primary subject matter expert for assigned products, processes, or customer concern types, providing guidance to Associates and Senior Associates and ensuring accurate, consistent handling of queries and complaints.
• Escalation point for Associates and Senior Associates for complex, sensitive, or non-standard customer queries and concerns across all channels (email, chat, voice, social media).
• Ensure proper documentation, audit readiness and compliance for complex cases handled or reviewed.

Job description

Job Description

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 decisions in all customer interfaced transactions. This job will also ensure that the right and fair resolutions are made ALL the time.

The job will manage the pro-active and timely coordination of aftersales transactions with Customer Connect Service Delivery cross functional team.

1. Service Functions

Effectively address customer queries received from all touchpoints (email, live chat, voice and social media)

• Timely handling of Incoming and Outbound queries in assigned platforms.
• Meet and Exceed internal KPI metrics (AHT, service level and productivity)
• Ensure proactive handling of all Policyowner request, by timely facilitating the request to the assigned cross functional team and proactively update FWD policyowners until completion of the case.
• Resolve minor complaints 90% of all cases handled within the expected turnaround time.
• Conservation activities with policyowners

2. Minor Complaints Resolution:

Responsible for the end-to-end handling of minor complaints, not requiring escalation, such as delayed processing, follow ups, and error in transaction handling.

• Clearly identifies and defines issues raised by customers.
• Undertakes the review of complaints following a high professional standard.
• Tracks the activities of action items for complaints closure.

Facilitates the closure of minor complaints.

3. Subject Matter Expert (SME):

Acts as the primary subject matter expert for assigned products, processes, or customer concern types, providing expert guidance to Associates and Senior Associates and ensuring accurate, consistent, and customer‑centric handling of queries and complaints.

• Serves as the escalation point for Associates and Senior Associates for complex, sensitive, or non‑standard customer queries and concerns across all channels (email, chat, voice, social media).
• Provides real‑time guidance and case direction to frontline staff to ensure correct application of product features, policy provisions, process flows, and handling standards.
• Ensures consistency of decisions and responses across agents by interpreting policies, procedures, and guidelines, especially in gray or judgment‑required scenarios.
• Acts as a process and product expert, keeping updated on changes in products, systems, policies, and regulatory requirements and cascading relevant updates to the team.
• Assist in conducts case reviews with Associates and Senior Associates to address knowledge gaps, improve handling quality, and raise overall team capability.
• Supports quality and governance by ensuring proper documentation, audit readiness, and compliance for complex cases handled or reviewed.
• Acts as a role model in customer empathy, professionalism, and ownership, setting the benchmark for how cases should be handled.

4. Performs other responsibilities and duties periodically assigned by supervisor related to team projects or the like, in order to meet operational and team 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.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.

Requirements: