Service Recovery Officer

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Work Experience and Knowledge

1. Graduate of any four (4) year course  
2. With at least 3 years of relevant experience in customer service/complaints handling/fraud management
3. Mastery of insurance products (preferably Life and General Insurance)  
4. Basic process improvement/design thinking knowledge (plus)
5. LOMA or other relevant certifications (plus)

Required Skills and Abilities

1. Analytical and Problem-Solving Skills  
2. Conflict Resolution and Negotiation Skills
3. Good verbal and written communication skills  
4. Proficiency in MS Office Applications  
5. Excellent Interpersonal and Coordination Skills

Required Behavioral Qualities

1. Ability to work in high pressure environments
2. Detail-oriented  
3. Resourcefulness and Adaptability  
4. Organized

Established in 1999, AXA Philippines is one of the largest and fastest growing life insurance companies in the country. It offers financial security to more than one million individuals through its group and individual life insurance as well as general insurance products through its subsidiary Charter Ping An.

AXA Philippines is one of the first to introduce bancassurance operations in the country, and is among the pioneers in the investment-linked insurance sector.

AXA now offers a complete range of products for all its customers' insurance and financial protection needs, including savings and investments, health plans, income protection, and health coverage; and through its general insurance subsidiary Charter Ping An Insurance Corporation\: fire, motor car, marine cargo, personal accident, bonds, casualty, and engineering insurance products.

AXA Philippines closed 2017 with P26.4 billion in total premium income and P5.7 billion in gross written premiums from Charter Ping An. Today, AXA has more than 4,000 financial advisers in 36 branches, and 700 financial executives in over 900 Metrobank and PSBank branches nationwide. Charter Ping An, on the other hand, has 22 branches nationwide and 2,007 agents.

AXA Philippines is a joint venture between the AXA Group, headquartered in France, and the Metrobank Group, one of the largest financial conglomerates in the Philippines.

The Metrobank Group is a conglomerate of industry-leading businesses that includes First Metro Investment Corporation, Metrobank Credit Cards, Federal Land, Toyota, and Manila Doctors Hospital. It was hailed Best Bank in the Philippines in 2010, 2011, and 2012 by Euromoney and recognized as the strongest bank in the Philippines by The Asian Banker in 2013. It is owned by the Ty Family whose major business interests include financial services, real estate development, power, and manufacturing.

Remarks: Requisition part of CSE approved new vacancies under Customer Engagement (2 Jr SROs)

Job Purpose\: Evaluate, resolve and manage formal customer complaint cases assigned to Service Recovery Unit (Individual Contributor)

Duties and Responsibilities

1. Conduct proper investigation and provide reasonable resolution recommendations on formal customer complaint cases in accordance with internal customer complaints handling guidelines and other relevant policies and procedures 
2. Ensure that the formal complaints process and requirements, as well as the case disposition/resolution, are properly communicated and liaised with complainants/customers, including other affected parties as necessary (i.e. distribution channels and other line departments) 
3. Coordinate with relevant staff during necessary procedures related to the processing of approved customer case resolutions 
4. Other duties as required from time to time

Key Performance Indicators

1. Average Complaint Case Evaluation and Resolution Processing Days (TAT)
2. Process Compliance Score
3. Quality Call Handling
4. Punctuality
5. Attendance 

A global leader in insurance and investments, AXA takes care of 103 million lives in 64 countries worldwide. We actively invest in pioneering and personalized solutions to meet your ever-changing needs and exceed your expectations. In the Philippines, we are in partnership with Metrobank, one of the country's strongest banks.