Direct Customer Servicing Consultant
Taguig, PH
3d ago

Bring your career aspirations to life with AIA!

This position is responsible for the day-to-day operational activities to support the Direct Servicing processes and initiatives, and to monitor that all service levels pertaining to these activities are met.

He / she should also be responsible in providing support to Orphan policies in the various policy transaction requests as well as assisting frontliners in addressing Policyowner inquiries & requests related thereto.

Key Function

Key function 1 : Channel Allocation

  • Work with Agency team to monitor agent terminations for newly orphaned policies
  • Ensure orphan customers not successfully transferred to agents will be included in HO orphans
  • Initiate communications to newly-orphaned customers with Agency and Customer Engagement team
  • Monitor feedback to nurturing communications
  • Route feedback to related department
  • Create periodic reporting regarding the number of orphans
  • Profile orphans based on engagement x propensity to purchase scoring
  • Assist orphans who are interested for re-purchase to agent assignment and introduction to a new agent
  • Key function 2 : Customer Management

  • Monitor fulfillment of policy requests
  • Identify policies with pending requirements on their requested transactions and initiate communications
  • Provide guidance to complete policy requests requirements
  • Assess orphan engagement in our digital services
  • Work with Customer Engagement team for nurturing communications
  • Monitor orphan engagement regarding planned nurturing communications
  • Create periodic reporting regarding activities monitored fulfillment of policy requests, engagement in digital services and nurturing communications
  • Key function 3 : Customer Retention

  • Monitor payments of orphaned policies
  • Initiate call out reminders for policies under near lapse on top of the standard notices and SMS
  • Assist in coordinating ADA / ACA enrollment requirements
  • Offer to convert to auto / recurring payments
  • Monitor lapsed policies of orphan customers and initiate communications to revive the policies
  • Analyze options to revive lapse policies
  • Assist orphans to complete process for reinstatement (if needed)
  • Monitor orphan complaints and assist in closure
  • Provide periodic reporting regarding policy payments, lapsation and reinstatement and complaints
  • Key function 3 : Customer Benefits & Claims

  • Monitor fulfillment / nonfulfillment of requested benefits (claims, surrenders, redemptions, policy loans)
  • Identify policies with pending requirements on their requested benefits and initiate communications
  • Provide guidance to complete policy requests requirements
  • Reach out orphans without disbursement options
  • Monitor receipt of scheduled benefits and reach out to customers if benefits are not claimed
  • Check if orphans has any benefits not claimed from prior years (re : suspense management)
  • Monitor open clarifications regarding policy benefits and assist in closure
  • Provide periodic reporting regarding requested and scheduled benefits, disbursements and related clarifications from Orphans
  • Key function 4 : Performs other responsibilities & duties periodically assigned by supervisor in order to meet operational and / or other requirements.

  • Keeps abreast with relevant trends in innovation and quality to provide consistent care for customers.
  • Works with customer life cycle management teams to ensure re-engagement of every orphaned client.
  • Looks for continuous improvement to reach preferred brand level of service

  • Educational Graduate of any College course
  • Experience 4-5 years of experience in Insurance Operations preferably with LOMA designation or passed the 1st level of LOMA Certification;
  • Proficiency in various system of the company such as but not limited to : Lifelines, TIPS, Eistream & Rapid;
  • Special skills Good verbal & written communication skills & proficiency various MS Office Software & applications such as but not limited to : MS Word, MS Excel & MS Powerpoint;
  • Build a career with us as we help our customers and the community live healthier, longer, better lives.

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