At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Contribute to Customer Service by handling customer enquiries, requests and complaints at counter in accordance with the department’s quality objective and in line with the Company’s operating philosophy and principles. Provide support to working partners to ensure smooth operations.

Responsibilities:

Serving at AIA Wealth Select Centre / Customer Service Centre

Serve customers and agents in the areas of enquiries, requests, complaints and MCV verifications.Execute operation procedures in compliance with the documented procedures, service benchmarks, regulatory requirements, Company’s policies and practices.Provide prompt services and accurate policy information with professional advices.Handle customer problems and complaints tactfully.Handle customers’ special requests in relation to policy matters with reference to applicable guidelines.Escalate cases upward timely with reference to applicable guidelines.Work with Premium Collection and Underwriting to provide one stop MCV verification service to customers.

Quality Assurance with Continuous Improvement

Provide quality services to customers with continuous improvement.Collect customer feedback for continuous improvement.Report regularly to superiors of any operation problems encountered and suggest action items.Suggest improvement ideas to enhance customer experience and improve efficiency and effectiveness of works.Participate in projects or assignments relating to service enhancement.
 

Support to Working Partners

Provide support within and across teams to ensure smooth operation and achieve service alignment.Equip with other CS skill sets via job rotation or attachment.Provide support within and across teams within self’s knowledge and ability.Act as a trainer or mentor to bring up trainee.
 

Other Responsibilities

Perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and / or other requirements.

Job Requirements:

University / College graduate with 2-3 years’ relevant experience OR Form Five plus at least 6-7 years’ working experienceSolid knowledge of life insuranceGood communication and interpersonal skillsService-oriented and self-motivatedAble to deal with difficult customersPositive to changes and challengesProficient in both spoken and written English and Chinese including Mandarin

Others:

You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.