Job Purpose

Serve 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 customer
• Provide guidance of insurance policy, CUBE, Smartplus to customer
• Provide support to FWD Agents regarding Underwriting, Claims and Policy Services, handle call center escalation when required
• Any 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 Temporary receipt’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