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Customer Case Management Officer

52 minutes ago

Makati City, National Capital Region, Philippines AXA Full time
  • 34/F GT Tower, 6813 Ayala Avenue corner H.V. dela Costa Street, MAKATI CITY, PH, 1226
  • MARKETING
  • 14155
  • 9
  • Ann Margaret MARBELLA
  • 14/01/2026
Job Description

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