Senior POS Specialist - Aftersales & Training Lead

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

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.