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Responsible for handling and resolving complaints for customers

Roles and Responsibilities:

• Periodic planning of the team’s activities (AOM – Active Operation Management)
• Providing key trends, commentaries to reports and assist the Head of Customer Care Office in projects and reporting
• Assists the Head of CCO in ensuring and monitoring attainment of Service Level Achievement rates for key KPIs
• Able to effectively handle complaints from acknowledgement, investigation, escalation to other departments as may be needed, mediation via regulatory body up to rendering of resolution, following company guidelines and approval limits.
• Approve Customer Care-related pay outs, following set guidelines and approval limits.
• Assists in the documentation of policies and procedures, as well as cascading of relevant policy changes to the team and other relevant departments.
• Recommends actions plans with Operations Process Owners to resolve issues or challenges encountered.
• Escalate/report on major issues to Operations Head, PAL and BPLAC CEO.
• Assist in other similar tasks and execution of needed changes by the Customer Care Team.

Minimum Job Requirements:

• Education – College graduate
• Experience – Technical knowledge on actual analysis of cases.  Working knowledge on the various systems of the Company.  With basic grasp of products issued by the company, and able to apply this knowledge in policy benefits handling. 
• Certifications/licenses – Preferably with professional designations in either LOMA (FLMI, PCS, AIRC) or other designations relevant to Operations Management
• Special skills -   Computer skills (MS Office, MS Outlook)

Build a career with us as we help our customers and the community live healthier, longer, better lives.

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