Customer Connect Specialist-1

This role serves as a Subject Matter Expert (SME) for FWD Life Philippines, acting as the primary escalation point for complex customer queries and complaints across all contact channels. The position ensures high-quality, consistent resolutions by providing real-time guidance to frontline associates on product features, policy provisions, and regulatory requirements. Additionally, the SME drives team capability through case reviews, updates process knowledge for the team, and upholds strict audit readiness and compliance standards.