Branch Operations Specialist

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 ensuring proper maintenance of office facilities.

Critical Accountabilities:

1. Customer Centricity (New Business, Aftersales, and Claims)

Major Activities:

• Assist clients and distributors with inquiries or requests on product information, new business, after sales, and claims transactions via email and calls, ensuring prompt and thorough resolution.
• Receive, facilitate, and process documents; evaluate and validate requests and supporting documents.
• Resolve soft customer complaints and endorse hard complaints to the Service Recovery Unit (SRU).
• Accept and facilitate credit card payments.
• Conduct initial business conservation initiatives for clients requesting policy termination, surrender, or withdrawal.
• Safekeep and release policy contracts and checks.
• Coordinate with relevant channels and business units to address issues.
• Guide users in navigating AXA digital platforms such as Emma PH App and Web, MABi, and AXASol.
• Process requests for policy issuance, renewal, reinstatement, cancellation, and spoilage across six lines of business: Motor, Property, Marine, Engineering, Personal Accident, and Other Casualty.
• Underwrite new business clean cases.
• Process six types of non-life transactions: change of name, status, signature, beneficiary, place of birth, and collateral assignment.
• Print and release policy contracts.
• Issue Provisional Receipts.
• Process changes in methods and modes of payment.

Output:

• Achieve KPI targets.
• Handle and log inquiries effectively and promptly in Branch Services core systems.
• Ensure timely and accurate processing and issuance of life and non-life applications and requests.
• Maintain customer and distributor satisfaction.
• Promote and ensure usage of Emma PH App and Web, MABi, and AXASol platforms.
• Accurately monitor, inventory, and release policy contracts and checks.
• Educate customers on features and benefits of policies during conservation efforts.
• Post payments and settle POS transactions.
• Promptly resolve soft complaints and endorse hard complaints to SRU.
• Issue policies and process policy changes accurately and timely.

Challenges and Risks:

• Handling irate customers.
• Managing customer and distributor expectations.
• High volume of transactions during peak periods.
• Mastery of processes and technical product knowledge.
• Reinforcing correct procedures among distributors.
• Operational, reputational, regulatory, and business risks from errors or delays.

Compliance:

• Ensure compliance with government requirements for business permits, fire insurance, and coordinate with other departments.
• Adhere to operational standards, PSP guidelines, AML, KYC, risk management, and audit requirements.

Process Improvement:

• Recommend procedural improvements for efficiency and error reduction.
• Conduct orientation sessions for distributors on new processes.

Upkeep of Branch Office Facilities & Others:

• Ensure utility bills are paid on time; follow up with Finance.
• Coordinate repairs for office facilities and equipment.
• Perform annual inventory of fixed assets.
• Provide basic troubleshooting support within scope.
• Assist during sales activities.

Outputs: On-time payments of utilities.

Challenges and Risks: Delays in processing payments may lead to utility service cut-offs.

Key Decisions/Dimensions:

• Routine decisions on daily transactions.
• Decisions on urgent situational problems.
• Recommends actions for policy deviations.

Quantifiable Data:

• Revolving fund (Php 3k – 5k).
• Safekeeping of checks and payments.
• Responsibility for security of office facilities, furniture, and equipment.

Skills and Knowledge:

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

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

Personal Characteristics/Behaviors:

• Action-oriented
• Integrity and trustworthiness
• Perseverance

Other Requirements: Computer literate, proficient in Microsoft Office.

AXA SA is a French multinational insurance firm.