Customer Connect Senior Associate

About FWD Group

FWD Group is a pan-Asian life and health insurance business that serves approximately 30 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 Stock Exchange of Hong Kong Limited 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 quality and speedy decisions in all customer interfaced transactions. This job will also ensure that the right and fair resolutions are made ALL the time.
The job will manage the pro-active and timely coordination of aftersales transactions with Customer Connect Service Delivery cross functional team.
The customer may be an FWD policyowner, beneficiary, financial advisor or potential client.

Service Functions. Effectively address customer queries received from voice (Inbound or Outbound), live chat, social media and email touchpoints

• Timely handling of Incoming and Outbound queries in assigned platforms.

• Meet and Exceed internal KPI metrics (AHT, service level, QA, VOC, Attendance and productivity)

• Ensure proactive handling of all Policyowner request, by timely facilitating the request to the assigned cross functional team, and proactively update FWD policyowners until completion of the case.

• Resolve minor complaints 90% of all cases handled within the expected turnaround time.

• Conservation activities with policyowners

• SME/POC tasks – answering queries from other CCE/CCAs regarding customer concerns, process, product and system related queries

• Act as a Point of contact during times when Team leader is unavailable.
  
  

Minor Complaints Resolution. Responsible for the end-to-end handling of minor complaints, not requiring escalation, such as delayed in processing, follow ups, and error in transaction handling.

• Clearly identifies and defines issues raised by customers.
• Undertakes the review of complaints following a high professional standard
• Tracks the activities of action items for complaints closure.
• Facilitates the closure of minor complaints.
  
  

Performs other responsibilities and duties periodically assigned by supervisor related to team projects or the like, in order to meet operational and team requirements.

Job Qualifications:

• Must be college graduate; business-related or pre-med course preferred.
• With experience working in Insurance operations and/or Life Claims operations is an advantage.
• With atleast 1 year related experience.
• Customer service experience from a bank/financial institution, hotel and hospitality industry, marketing & sales in a similar role are encouraged to apply.
• Experience in a client service oriented role would be highly regarded specifically in all customer touchpoints – Inbound and Outbound, Live chat and Email
• Proficient in Microsoft office applications and Outlook Email administration. Basic Knowledge in using telephony systems and chat platforms are required
• Advanced skills in influencing and negotiation to convince client that the company’s decision on his case is just, and fair to both parties.
• : Communicate effectively (probing skills, comprehension skills) with frontline units to respond quickly and ensure customers’ requests/queries are resolved at first contact 95% of the time
  
  

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.

When you apply, FWD will share your name, phone number and email address to Talocity to contact you and conduct the initial screening and profiling process. Shortlisted candidates will then be contacted by FWD for the face-to-face interview.