PURPOSE
- Support the growth of individual life business through efficient processing and issuance of new business applications. Good quality work, processed within agreed service turnaround time, complying to all risk control mechanisms.
- Promote the image of the company by delivering an excellent customer experience such that it is seen as a competitive advantage for FWD.
KEY ACCOUNTAIBILITIES
- Support and manage new business administration for both IFA and D2C channel
- Ensure all customer due diligence checks are conducted for both individual and corporate clients for IFA channel
- Manage new business workflow ensuring requirements are promptly routed to respective stakeholders for action (i.e. underwriting, compliance, IT etc.)
- Manage department's mailbox(es)
- Defect management including identification, oversight, reporting, management, resolution
- Active communication with distribution teams including follow up on outstanding requirements and medical reports with customers, intermediaries, and medical clinics/hospitals to expedite policy inception.
- Perform premium receipting, when required.
- Making medical appointment on behalf of intermediaries if required.
- Underwrite non-medical applications within authority and handle contract issuance, preparation of policy documents and arrangement for despatch if required.
- Manage customers and intermediaries feedback and escalate where necessary collaborate with various stakeholders to achieve fair outcomes according to the complaint resolution process.
- Be able to identify gaps and champion improvements in the current processes, and workflow.
- Support ad hoc tasks, user acceptance testing, and other projects assigned.
- Compliant with relevant regulations, FWD policies and our standard operating procedures (SOP).
QUALIFICATIONS / EXPERIENCE
- Diploma holder / post-graduate
- At least 3 years of experience in insurance operations, preferably with relevant experience in new business
- Preferably Certified in M8, M5, M9
KNOWLEDGE, SKILLS & ABILITY
- Positive and customer driven work attitude.
- Able to work independently in a dynamic environment
- Good communication skills.
- Ability to multi-task, organise tasks.
- Work as part of a team.
- Meticulous and diligent
- Good understanding of life insurance
- Proficiency in MS Office skills and generally tech-savvy
