Senior POS Specialist

FWD Group Management Holdings Limited; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

FWD Group Management Holdings Limited is seeking a Senior POS Specialist to oversee Customer Connect Services (POS) operations in the Taguig, Philippines office. The role focuses on timely resolution of POS-related requests and efficient aftersales processes within established service levels.

The ideal candidate has a background in back-office operations within life insurance and a Bachelor's degree, with experience guiding new hires and handling escalations as needed.

Qualifications

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

Responsibilities

• Manage the delivery of Customer Connect Services (POS) functions to ensure prompt service delivery.
• Handle all pending cases to meet target TAT and maintain customer experience.
• Lead POS suspense management and MRI aftersales transactions; train new hires.

Skills

Back-office experience

Life insurance knowledge

Education

Bachelor's degree

Job description

Senior POS Specialist

FWD Group Management Holdings Limited Taguig, Philippines

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

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.

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.

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.

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