Customer Case Management Officer

2 days ago

Makati City, National Capital Region, Philippines AXA Full time ₱900,000 - ₱1,200,000 per year

MAIN PURPOSE OF THE JOB:

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:

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:

Required Skills

· 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

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