Job Description

FWD Group is a pan-Asian life insurance business with more than 11 million customers across 10 markets, including some of the fastest-growing insurance markets in the world. FWD reached its 10-year anniversary in 2023. The company is focused on making the insurance journey simpler, faster and smoother, with innovative propositions and easy-to-understand products, supported by digital technology. Through this customer-led approach, FWD is committed to changing the way people feel about insurance. Visit

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

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 e.g., phone, e-mail, webchat, Facebook and counter.

Delivering high quality, accurate and prompt service to customers meeting or exceeding respective service levels and turnaround times

Complying with the relevant regulations, internal policies and procedures in the service delivery

Support the business in achieving its financial goals and objectives and participate in cross functional initiatives aligned with the Business Development Plan

Strike the right balance between the needs of the direct customers and the company.

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.

Support Corporate Projects & Initiatives

Any other ad hoc tasks and projects

QUALIFICATIONS / EXPERIENCE

GCE \xe2\x80\x98O\xe2\x80\x99 Level / Diploma holder

At least 1 \xe2\x80\x93 3 years of experience in the frontline customer service/sales support function in general or life or both insurance industry

Possess relevant insurance certifications (e.g., M5, M9, BCP PGI)

Contact Centre experience will be advantageous.

Open to shift work

KNOWLEDGE, SKILLS & ABILITY

Excellent verbal and written communication skills

Able to handle multiple tasks simultaneously.

Work as a team member in a team environment

Familiar with a wide range of personal insurance products

Proficiency in MS Office skills and generally tech-savvy

Positive and driven work attitude

Able to work independently and within a team.

FWD Group