Customer Case Management Officer

2 weeks ago

Makati City, National Capital Region, Philippines AXA Full time

Job ID:

Main Responsibilities:
· Conducts review and investigation of L2/Complex cases that involve Life, Health, and General Insurance products and/or transactions, either Claim or Non-Claim Related
· Facilitates direct communications to customers/complainants related to the L2/Complex case via standard business channels (i.e., calls, emails and or face-to-face, as needed)
· Provide customer support through handling of transferred calls of customers/complainants with existing formal complaint cases from front line channels (e.g., Customer Care, etc.)
· Liaise with and update identified internal business units involved in the L2/Complex case as needed.
· Assess and recommend possible L2/Complex case resolution options for customers.
· Approve case resolutions that involve processing costs based on assigned authority limits.
· Facilitate required approvals to finalize case resolution(s) to be issued.
· Facilitate after-resolution processing requirements of customers/complainants for execution of Company-approved case resolutions.
· Provide additional support as necessary in cases escalated by customers to the Insurance Commission and other tribunals (if applicable)

Key Accountabilities:
· L2/Complex Case Management and Escalation Handling
· Quality and Process Compliance
· Productivity and Schedule Conformance Management
· After-Resolution Processing
· Additional Operational Support (SME and Company Representation, as necessary)

Experience and Qualifications:
· Problem Solving and Decision Making Skills
· Excellent Communication Skills (Written and Oral)
· Excellent Customer Service Skills
· Conflict Resolution and Negotiation Skills

Other Requirements:
· Graduate of any 4-year course, preferably business and/or medical background.
· Has mastery of insurance products as well as relevant processes, guidelines and regulations
· Preferably with at least 2 years of insurance and/or other financial industry experience
· LOMA Certification is a plus
· Medical allied background preferred but not required

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