POS Senior Specialist

About Fwd Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 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.

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.

Qualifications:

• Must be college graduate; business-related or pre-med course preferred.
• With atleast 7 years of experience working in insurance back-office operations.
• Proficient in Microsoft Office applications.
• Good negotiations and communications skills.

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.