Multichannel Customer Support & Policy Services 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

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