Customer Care Executive

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.

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.

Job Purpose:

Responsible for providing end to end customer servicing to AXA customers using different communication channels, either voice or email

• Address queries on policy, billing, payment
• Resolve and/or de-escalation of complaints
• Process account modification and requests
• Educate customers and distributors in the different self-service tools of AXA (if applicable)
• Escalate real-time issues for top call drivers that are out of the country

Address distributor inquiries on transaction status and aftersales process

Responsibilities:

• Customer Handling
  •    Educate custmers and answer queries on products, processes, and policy information, etc.
  •    Prmote Self-Service channels (whenever applicable)
  •    Prvide extra mile actions to provide delightful customer experience whenever possible
  •    Ensure that cntact information is updated (once mandated by the management)
  •    Ensure cmplete processing on issuance of insurance contracts
• Service Fulfillment
  •    Prvide complete processing of issuance of insurance contract
  •    Update custmers on status of transactions and request
  •    Creatin of case requests for modification whether it's new or follow-up
  •    Advice n requirements, processes, and SLA
• Complaints Management
  •    Prvide resolution to customer complainns
  •   Determine the root cause/nature of complaint through probing and active listening
  •   Coordinating with stakeholders to determine resolutions
  •   Keep the customer informed on the status of the issue, next steps (with SLA), and solution
  •   Escalate cases to proper channels if necessary
  •   Oversee complaints lodged until resolved

Qualifications:

• Bachelor's degree holder
• At least 2 years experience in a Customer Service function
• Exposure in the banking/insurance industry is a plus
• Has experience using multiple/non-traditional channels in customer servicing (chat, new media)
• Excellent communication skills (active listening, verbal, and written)
• Proficient in English and Filipino language (grammar) and can express thoughts clearly
• Dependable
• Flexible and open to change
• A good team player
• Problem Solver, Dynamic and able to multi-task