About FWD GroupFWD Group is a pan-Asian life and health insurance business that serves approximately 30 million customers across 10 markets, including BRI Life in Indonesia. FWD’s customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the Main Board of The Stock Exchange of Hong Kong Limited under the stock code 1828.For more information, please visitJob PurposeServe as primary contact person in providing service requests and all enquiries to walk-in customers, agents and prospects etc. including handling incoming calls and complaint from customers and agents for East/ North/ Northeast /South zone.Key Responsibilities:Provide guidance of Omne application to customerProvide guidance of insurance policy, CUBE, Smartplus to customerProvide support to FWD Agents regarding Underwriting, Claims and Policy Services, handle call center escalation when requiredAny service required at branch location to maintain productivity and quality service- Receive and process all requests such as record application information, scan documents, register documents submission etc. Control Temporaryreceipt’s usage of agents to comply with company guideline.- Responsible to handle premium payment and coordinate with related departments to deliver service requests within SLA.- Create financial reports such as Daily Collection Report, Daily Money Report , DCR Report etc.- Ensure safety and security by taking care all facilities at branch to operate safely and efficiently including maintenance office equipment and furniture t- Keeping records of customer interactions, transactions, comments, and complaints, handle customer complaints or difficult situations provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
