Branch Operations Specialist

2 weeks ago

Makati, Philippines AXA Full time

Job Purpose: To provide operational services in the service centers related to inquiries for New Business and Aftersales transactions and requests, receipt of non-cash payments, issuance of policies for the Life and Non-life business of AXA Philippines, and ensure proper upkeep of office facilities.

Critical Accountabilities:

  • Customer Centricity (New Business, Aftersales, and Claims)

Provides assistance and resolution to client and distributor inquiries or requests on product information, new business, after sales, and claims transactions via email and calls, ensuring prompt and thorough resolution.

Receives, facilitates, and processes documents, evaluating and validating requests and supporting documents.

Provides resolution to soft customer complaints and endorses hard complaints to the Service Recovery Unit (SRU).

Accepts and facilitates credit card payments.

Conducts initial business conservation initiatives for clients requesting policy termination, surrender, or withdrawal.

Safekeeping and releasing of policy contracts and checks.

Coordinates and communicates with relevant channels and business units to address issues.

Promotes and guides users in navigating AXA digital platforms such as Emma PH App and Web, MABi, and AXASol.

Handles requests for policy issuance, renewal, reinstatement, cancellation, and spoilage across six lines of business: Motor, Property, Marine, Engineering, Personal Accident, and Other Casualty.

Underwrites new business clean cases.

Processes six non-life transactions including change of name, status, signature, beneficiary, place of birth, and collateral assignment.

Prints and releases policy contracts, issues provisional receipts, and processes changes in method and mode.

Output: Achievement of KPI targets, effective and prompt handling of inquiries, timely processing of applications, customer and distributor satisfaction, adoption of digital platforms, accurate inventory management, and timely issuance of policies and payments.

Challenges and Risks: Dealing with irate customers, managing expectations, high transaction volume during cut-offs, mastery of processes and product knowledge, risk of erroneous processing affecting the company, and regulatory and reputational risks.

Compliance: Ensuring compliance with government permits, operational standards, AML, KYC, risk management, and audit requirements, with challenges including delays in permit submissions.

Process Improvement: Recommending procedural improvements and conducting orientations for distributors on new processes.

Upkeep of Branch Facilities & Others: Ensuring timely utility payments, coordinating repairs, conducting asset inventories, troubleshooting within scope, and supporting sales activities. Outputs include on-time utility payments and managing risks related to utility service interruptions.

Key Decisions/Dimensions: Routine transaction decisions, handling situational problems, recommending actions for policy deviations, managing a revolving fund of Php 3k–5k, and safeguarding office assets.

Educational Qualifications: Graduate of any 4-year Bachelor’s degree.

Relevant Experience: Preferably with a background in Life and/or General Insurance.

Personal Characteristics/Behaviors: Action-oriented, integrity and trust, perseverance.

Other Requirements: Computer literacy, proficiency in Microsoft Office.

About the company

AXA SA is a French multinational insurance firm.

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