Customer Connect Sr. Associate-2

Customer Connect Sr. Associate-2 at FWD Group in the Philippines. Drive seamless customer experience by handling inquiries across touchpoints (email, live chat, voice, social media) with timely responses and achievement of internal KPIs (AHT, service level, productivity). Manage end-to-end minor complaints without escalation, perform proactive policyowner communications, and coordinate with cross-functional teams to ensure timely resolutions. Role involves investigation of issues, precise issue definition, and closure of cases, with periodic duties aligned to team projects. The process includes initial screening via Talocity AI platform as part of the recruitment workflow, followed by a face-to-face interview for shortlisted candidates. Shortlisted candidates begin with video-based screening and profiling and may engage across multiple markets, including the Philippines, as part of a broader FWD insurance operations footprint.