Branch Executive Angeles Pampanga


FWD Life Insurance Corp is looking for a Branch Executive to be based in Customer Connect Hub in Angeles, Pampanga. The office will be located in 2F Metropolis Centre, McArthur Highway, Angeles City, Pampanga.

The role is tasked to deliver the desired customer experience through:
  • Quality and speedy decisions with a 95% first contact resolution rate. This position will also ensure that the right and fair resolutions are made ALL the time.
  • Prompt and accurate processing and decision making for all policy service requests such as withdrawals and changes to the policy.


A. Servicing Functions

  • Effectively addresses customer queries. Customers include agents, policyholders, third party representatives, beneficiaries, potential clients.
  • Processes and decides on customer requests received through all servicing channels
  • Refers cases to the approving authority, if above his/her limits and monitors until final resolution;
  • Conducts proactive client relationship management including welcome calls, conservation/retention, recapture, reselling activities

B. Inquiry/Complaint Management

  • Responsible for the end-to-end handling of customer complaints, queries and requests for information (including agency, new business, POS and claims and lead referrals).

o Clearly identifies and defines issues raised by customers.

o Undertakes the review of complaints following a high professional standard

o Makes recommendations to properly resolve customer issues.

  • Escalates complaints and queries to concerned division/area in the Home Office for response or feedback following agreed procedures and within agreed timelines.
  • Closely tracks and monitors aging of complaint resolution
  • Conducts appropriate and thorough investigation of all cases to ensure efficient, transparent and fair resolution of complaints
  • Ensures that all relevant standards within the customer care guidelines and procedures are met
C. Documentation & Record Keeping

  • Diligently records each case and maintain it in a knowledge base as reference for future cases
  • Performs relevant research or profiling studies as required and requested by Management with regard to customer service delivery

D. Office Administration

  • Manages the Connect Centre’s logistical requirements and monitors, communicates and executes any office renovation and maintenance requirements
  • Supervises third party contractors such as janitorial and security services
  • Manages the resources in the FWD Connect Centre including F&E, HW/SW, training rooms, etc.

E. Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Skills & Experience Required

  • Graduate of Business related courses (Management, Commerce, Accounting, or equivalent)
  • Advanced technical skills/business knowledge in insurance operations
  • Must have at least 3 year-experience in insurance operations particularly policy owners servicing and/or branch operations
  • Skills and competencies – specific business knowledge, good communication skills, influencing and negotiation skills, interpersonal and public relations skills, problem solving and decision making, tech savvy, motivational fit, organized, customer orientation
  • Must be willing to undergo training and must have an openness to embrace FWD's organizational values

Apply Now

Interested parties may send their full résumés with current and expected salary, education, and working experience to Human Resources Department.


Address: Human Resources, 19/F W Fifth Avenue Building, 5th Avenue corner 32nd Street,

Bonifacio Global City, Taguig City 1634, Philippines