About FWD Philippines FWD Life Insurance Corporation (“FWD Life”) is the first life insurance company licensed by the Insurance Commission of the Philippines under the new Insurance Code. FWD launched its commercial operations in September 2014. By March 2017, FWD Life is the highest-capitalized life insurer in the Philippines with PhP 2.3 billion in paid-up capitalization.1 FWD Life now ranks 8th in the life insurance industry in terms of new business annual premium equivalent.2 FWD Group spans Hong Kong & Macau, Thailand, Indonesia, the Philippines, Singapore, Vietnam, Japan, and Malaysia, offering life and medical insurance, general insurance, employee benefits, Shariah, and Family Takaful products across a number of its markets. Established in Asia in 2013, FWD is the insurance business arm of investment group, Pacific Century Group. In the Philippines, FWD has 14 business hubs located in key cities nationwide with its headquarters in Bonifacio Global City in Taguig. FWD is focused on creating fresh customer experiences, with easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD aims to become a leading pan-Asian insurer that changes the way people feel about insurance. For more information please visit fwd.com.ph. 1 www.insurance.gov.ph Statistics 2018 Based on Paid-Up Capital 2 www.insurance.gov.ph Statistics 2018 Based on New Business Annual Premium Equivalent JOB PURPOSE: FWD Life Insurance Corp is looking for a pioneer Branch Executive to be based in a Customer Connect Hub in Tacloban City.The role is tasked to deliver the desired customer experience through: Quality and speedy decisions with a 95% first contact resolution rate. This position will also ensure that the right and fair resolutions are made ALL the time. Prompt and accurate processing and decision making for all policy service requests such as withdrawals and changes to the policy. RESPONSIBILITIES: A. Servicing Functions Effectively addresses customer queries. Customers include agents, policyholders, third party representatives, beneficiaries, potential clients. Processes and decides on customer requests received through all servicing channels Refers cases to the approving authority, if above his/her limits and monitors until final resolution; Conducts proactive client relationship management including welcome calls, conservation/retention, recapture, reselling activities B. Inquiry/Complaint Management Responsible for the end-to-end handling of customer complaints, queries and requests for information (including agency, new business, pos and claims and lead referrals). Clearly identifies and defines issues raised by customers. Undertakes the review of complaints following a high professional standard Makes recommendations to properly resolve customer issues. Escalates complaints and queries to concerned division/area in the Home Office for response or feedback following agreed procedures and within agreed timelines. Closely tracks and monitors aging of complaint resolution Conducts appropriate and thorough investigation of all cases to ensure efficient, transparent and fair resolution of complaints Ensures that all relevant standards within the customer care guidelines and procedures are met. C. Documentation & Record Keeping Diligently records each case and maintain it in a knowledge base as reference for future cases Performs relevant research or profiling studies as required and requested by Management with regard to customer service delivery D. Office Administration Manages the Connect Centre’s logistical requirements and monitors, communicates and executes any office renovation and maintenance requirements Supervises third party contractors such as janitorial and security services Manages the resources in the FWD Connect Centre including F&E, HW/SW, training rooms, etc. E. Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements. REQUIREMENTS: Graduate of Business related courses (Management, Commerce, Accounting, or equivalent) Advanced technical skills/business knowledge in insurance operations Must have at least 3 year-experience in insurance operations particularly policy owners servicing and/or branch operations Skills and competencies – specific business knowledge, good communication skills, influencing and negotiation skills, interpersonal and public relations skills, problem solving and decision making, tech savvy, motivational fit, organized, customer orientation Must be willing to undergo training and must have an openness to embrace FWD’s organizational values Must be living in Tacloban City

Send Application

Upload Resume / CV (Select or Drop File)

Signup to newsletter and receive daily job updates, services, etc.