Senior POS Specialist

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

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 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.

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