Senior POS Specialist

Philippine Future Providers PFP Inc.; Pateros; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

FWD Life Philippines is seeking a dedicated operations professional to oversee the Customer Connect Services (POS) and aftersales processes. You will ensure prompt handling of policy owner requests, manage pending cases, and drive high-quality customer resolutions.

The role includes conducting new-hire training, supporting special POS projects, and guiding dispute resolutions to maintain compliance and efficiency.

Qualifications

• Bachelor's Degree in business-related field or pre-med preferred.
• Experience in back-office operations in life insurance is advantageous.

Responsibilities

• Manage delivery of Customer Connect Services (POS) to ensure prompt service.
• Resolve pending cases to meet target turnaround times (TAT).
• Oversee customer service recovery and resolution within TAT for complaints.
• Conduct trainings for new hires and onboarding for distribution teams.
• Support POS aftersales projects and suspense management/MRI transactions.
• Act as key resource for immediate complaint resolution.
• Perform other operational duties as required.

Skills

Customer service

Training

Education

Bachelor's degree

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 visitfwd.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 efficient, prompt and accurate processing and decision making for all related policy owner aftersales servicing related requests, ensuring compliance to procedures and audit guidelines.

1. Service Functions.

• Manage the delivery of Customer Connect Services (POS) functions including feedbacks to ensure prompt delivery of services.
• Manage efficiently all pending cases to ensure desired customer experience is delivered to customers within target TAT.
• Manage customer service recovery and resolution within target TAT from all customer feedback/complaints received.
• **Conducts training to new hires, including orientation to distribution teams.

2. Documentation and Special Projects.

• Participate in POS aftersales related special projects and assignments
• Lead support for POS suspense management, and MRI aftersales transactions
• Key resource person in immediate resolution of complaints.
• Performs other responsibilities and duties periodically assigned to help meet operational related requirements.

Job Requirements:

• Bachelor's Degree graduate; business related or pre-med course preferred
• Preferably atleast 7 years of back-office operation experience in Life insurance industry.

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