About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

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In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

Support the growth of individual life business through efficient processing and issuance of new business applications. This includes good quality of processing within agreed targeted service turnaround time, complying to all risk control mechanisms.
Promote the image of the company by delivering an excellent customer experience such that it is seen as a competitive advantage for FWD.

KEY ACCOUNTAIBILITIES

Support and manage new business administration for both IFA and D2C channel
Ensure all customer due diligence check are conducted for both individual and corporate clients for IFA channel
Manage new business workflow ensuring requirements are promptly routed to respective stakeholders for action (i.e. underwriting, compliance, IT)
Manage department's mailbox(es)
Defect management including identification, oversight, reporting, management, resolution
Active communication with distribution teams including follow up on outstanding requirements and medical reports with customers, intermediaries, and medical clinics/hospitals to expedite policy inception.
Perform premium receipting, when required.
Making medical appointment on behalf of intermediaries if required.
Handle contract issuance, preparation of policy documents and arrangement for despatch if required.
Manage customers and intermediaries feedback and escalate where necessary collaborate with various stakeholders to achieve fair outcomes according to the complaint resolution process.
Be able to identify gaps and champion improvements in the current processes, and workflow.
Support ad hoc tasks, user acceptance testing, and other projects assigned.
Compliant with relevant regulations, FWD policies and our standard operating procedures (SOP).

QUALIFICATIONS / EXPERIENCE

Diploma holder / post-graduate
At least 3 years of experience in insurance operations, preferably with relevant experience in new business
Preferably Certified in M8, M5, M9

KNOWLEDGE, SKILLS & ABILITY

Positive and customer driven work attitude.
Able to work independently in a dynamic environment
Good verbal (particularly on and written communication skills.
Ability tomulti-tasks
Work as part of a team.
Meticulous and diligent
Good understanding of life insurance
Proficiency in MS Office skills and generally tech-savvy.

Operations Support Specialist, New Business (1 Year Contract)

Operations Support Specialist