Customer Connect Senior Associate - can start ASAP

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.

Key Responsibilities:

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

• Timely handling of Incoming and Outbound queries in assigned platforms.
• Meet and Exceed internal KPI metrics (AHT, service level and productivity)
• Ensure proactive handling of all Policyowner request, by timely facilitating the requesxt 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

Minor Complaints Resolution. Responsible for the end-to-end handling of minor complaints, not requiring escalation, such as delayed 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.

Knowledge and Skills:

• Must be college graduate; business-related or pre-med course preferred.
• With at least 1 to 2 years of experience working in Insurance operations and/or Life Claims operations is an advantage.
• Those with 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, Outbound, Chat, Email, and social media.