At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.Sound like you Then read on.WE ARE LOOKING FOR .....This position is responsible for the day-to-day operational activities to support the Direct Servicing processes and initiatives, and to monitor that all service levels pertaining to these activities are met. He/she should also be responsible in providing support to Orphan policies in the various policy transaction requests as well as assisting frontliners in addressing Policyowner inquiries & requests related thereto.
Key Function
Key function 1: Channel Allocation
- Work with Agency team to monitor agent terminations for newly orphaned policies
- Ensure orphan customers not successfully transferred to agents will be included in HO orphans
- Initiate communications to newly-orphaned customers with Agency and Customer Engagement team
- Monitor feedback to nurturing communications
- Route feedback to related department
- Create periodic reporting regarding the number of orphans
- Profile orphans based on engagement x propensity to purchase scoring
- Assist orphans who are interested for re-purchase to agent assignment and introduction to a new agent
Key function 2: Customer Management
- Monitor fulfillment of policy requests
- Identify policies with pending requirements on their requested transactions and initiate communications
- Provide guidance to complete policy requests requirements
- Assess orphan engagement in our digital services
- Work with Customer Engagement team for nurturing communications
- Monitor orphan engagement regarding planned nurturing communications
- Create periodic reporting regarding activities monitored - fulfillment of policy requests, engagement in digital services and nurturing communications
Key function 3: Customer Retention
- Monitor payments of orphaned policies
- Initiate call out reminders for policies under near lapse - on top of the standard notices and SMS
- Assist in coordinating ADA / ACA enrollment requirements
- Offer to convert to auto / recurring payments
- Monitor lapsed policies of orphan customers and initiate communications to revive the policies
- Analyze options to revive lapse policies
- Assist orphans to complete process for reinstatement (if needed)
- Monitor orphan complaints and assist in closure
- Provide periodic reporting regarding policy payments, lapsation and reinstatement and complaints
Key function 3: Customer Benefits & Claims
- Monitor fulfillment/ nonfulfillment of requested benefits (claims, surrenders, redemptions, policy loans)
- Identify policies with pending requirements on their requested benefits and initiate communications
- Provide guidance to complete policy requests requirements
- Reach out orphans without disbursement options
- Monitor receipt of scheduled benefits and reach out to customers if benefits are not claimed
- Check if orphans has any benefits not claimed from prior years (re: suspense management)
- Monitor open clarifications regarding policy benefits and assist in closure
- Provide periodic reporting regarding requested and scheduled benefits, disbursements and related clarifications from Orphans
Key function 4: Performs other responsibilities & duties periodically assigned by supervisor in order to meet operational and/or other requirements.
- Keeps abreast with relevant trends in innovation and quality to provide consistent care for customers.
- Works with customer life cycle management teams to ensure re-engagement of every orphaned client.
- Looks for continuous improvement to reach preferred brand level of service
MINIMUM REQUIREMENTS:- Educational - Graduate of any College course
- Experience - 4-5 years of experience in Insurance Operations preferably with LOMA designation or passed the 1st level of LOMA Certification Proficiency in various system of the company such as but not limited to: Lifelines, TIPS, Eistream & Rapid
- Special skills - Good verbal & written communication skills & proficiency various MS Office Software & applications such as but not limited to: MS Word, MS Excel & MS Powerpoint
