Customer Connect Associate

Responsibilities

Deliver the desired customer experience through quality and speedy facilitation of all customer–requested transactions and inquiries received via email, live chat and other non‑voice channels (e‑commerce, social media, etc.). Ensure that the right and fair processing and resolutions are made all the time.

Manage prompt and accurate processing of all policy service change requests, and proactively and efficiently coordinate with the operations team to resolve the requests. The customer may be an FWD policyowner, beneficiary, financial advisor or potential client.

Service Functions

• Acknowledge all received email, chat or social media interactions.
• Complete resolution for simple inquiries and identified assigned simple transactions.
• Facilitate policy change requests via OWB case creation to assigned Operations Business Unit.
• Coordinate inquiries and investigations to the operations team.
• Coordi...