Senior Aftersales Operations Specialist (Insurance)

FWD Insurance; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

FWD Life Philippines is seeking a seasoned professional to manage aftersales and back-office operations for life insurance products. The role focuses on delivering efficient Customer Connect Services, resolving issues, and training new hires within a fast-paced environment.

The successful candidate will oversee POS operations, handle escalations, participate in special projects, and ensure adherence to service standards and timelines.

Qualifications

• Bachelor's Degree in business-related or pre-med preferred.
• At least 7 years of back-office operation experience in life insurance.

Responsibilities

• Manage delivery of Customer Connect Services (POS) to ensure prompt service.
• Efficiently manage all pending cases to meet target Turn-Around Time (TAT).
• Oversee customer service recovery and resolution within target TAT from all feedback/complaints.
• Conduct training for new hires, including orientation to distribution teams.
• Participate in POS aftersales-related special projects and assignments.
• Lead support for POS suspense management and MRI aftersales transactions.
• Be the key resource in immediate resolution of complaints.
• Perform other responsibilities periodically to meet operational requirements.

Skills

Back-office operations

Life insurance

Education

Bachelor's Degree

Job description

FWD Life Philippines is seeking a seasoned professional to manage aftersales and back-office operations for life insurance products. The role focuses on delivering efficient Customer Connect Services, resolving issues, and training new hires within a fast-paced environment.

The successful candidate will oversee POS operations, handle escalations, participate in special projects, and ensure adherence to service standards and timelines.