Job Description

Established in Asia in 2013, FWD is the insurance business of investment group, Pacific Century Group, and 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.

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

Similarly, if you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

Promote the image of the company by providing and delivering competent, efficient and quality customer services at service standard levels above the peers in the market.

KEY ACCOUNTABILITIES

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  Responsible to attend to direct customers enquires and requests (including New Business, Renewals, Policy Servicing, Claims, and Premium Management) through all customer\xe2\x80\x99s communication channels eg phone, e-mail, web-chat, facebook and counter
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  Delivering high quality, accurate and prompt service to customers meeting or exceeding respective service levels and turnaround times
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  Complying with the relevant regulations, internal policies and procedures in the service delivery
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  Support the business in achieving its financial goals and objectives and participate in cross functional initiatives aligned with the Business Development Plan
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  Strike the right balance between the needs of the direct customers and the company
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  Manage1st level customers\xe2\x80\x99 complaints, escalate where necessary and collaborate with various internal stakeholders in order to achieve fair outcomes according to the complaint resolution process
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  Support Corporate Projects & Initiatives
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  Any other ad hoc tasks and projects

QUALIFICATIONS / EXPERIENCE

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  GCE \xe2\x80\x98O\xe2\x80\x99 Level / Diploma holder
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  At least 1 \xe2\x80\x93 3 years of experience in the frontline customer service/sales support function preferably in general or life or both insurance industry
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  Preferably possess relevant insurance certifications
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  Contact Centre experience will be an advantageous

KNOWLEDGE, SKILLS & ABILITY

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  Excellent verbal and written communication skills
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  Able to handle multiple tasks simultaneously
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  Work as a team member in a team environment
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  Familiar with a wide range of personal insurance products
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  Proficiency in MS Office skills and generally tech-savy
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  Positive and driven work attitude
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  Able to work independently and within a team