Job Description
Job ID: 2026-23447 Branch Services Specialist Job Purpose: To provide operational services in the service centers in relation to inquiries for New Business and Aftersales transactions and requests, receipt of non-cash payments, issuance of policies for the Life and Non-life business of AXA Philippines, as well as ensuring that office facilities are properly kept
Critical Accountabilities Customer Centricity (New Business, Aftersales and Claims) Major Activities Provides assistance and resolution to client and distributor’s inquiry or request on product information, new business, after sales, and claims transactions at the frontline, via email and calls
Ensures requests and issues are resolved promptly and thoroughly
Receives, facilitates, and processes documents
Evaluates and validates request and its supporting documents Provides resolution to soft customer complaints
Endorses hard complaints to Service Recovery Unit (SRU) Accepts and facilitates credit card payments Conducts initial business conservation initiative for clients requesting for termination / surrender or withdrawal of policy Safekeeping and releasing of policy contract and checks Coordinates and communicates with concerned channels and other business units to address issues Promotes and guides users in the navigation of AXA digital platforms i.e
Emma PH App and Web, MABi and AXASol Receives and processes request for policy issuance, renewal, reinstatement, cancellation and spoilage for six (6) lines of business i.e
Motor, Property, Marine, Engineering, Personal Accident and Other Casualty Underwrites New Business clean cases Processes six (6) Non-life transactions i.e
Change of Name, Status, Signature, Beneficiary, Place of Birth; Collateral Assignmen Printing and releasing of policy contracts Issuance of Provisional Receipts Processes Change of Method and Mode Output Achievement of KPI targets All inquiries are effectively and promptly handled and logged in Branch Services core systems Timely and accurate processing and issuance of Life and non-life applications and requests Customer and Distributor satisfaction Adoption and usage of Emma PH App and Web, MABi and AXASol Accurate monitoring, inventory and release of policy contracts and checks Educated customers the features and benefits of plans in policy conservation Posted payment and settled POS Terminal Prompt resolution for soft complaints and endorsement of hard complaints to SRU Issued policies Timely and accurate processing of policy changes Customer and Distributor satisfaction Challenges and Risks Dealing with irate customers Managing customer and distributor expectations Volume of transactions especially during cut-off periods Mastery of processes Technical Product knowledge Reinforcing the standard and correct process to distributors Erroneous processing may put Company at risk of paying for losses (Operational Risk) Man hours lost due to erroneous processing Reputational risk Regulatory risk Mastery of processes Business risk Volume of transaction Upkeep of Branch office facilities & Others Major Activities Ensures utility bills are paid on time
Follows-up check payment with Finance Coordinates with the distribution channel on the repairs of office facilities and equipment Performs annual inventory of fixed assets Performs basic troubleshooting within the scope allowed and defined by I.T
Provides assistance and support during Sales Activities At AXA, each person matters
We perform at our best knowing the positive impact we make as valuable partners for our customers and the communities we belong to
If you want to know more about the other career opportunities at AXA Philippines, please follow this link: https://careers.axa.com/axa-entities/axa-philippines