Service, Senior Advisor

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

Work with Centre head(s) to manage the services provided to walk-in customers.
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 implement service enhancement items to uplift customer experience and operation efficiency.

Roles and Responsibilities:

1. Serving at AIA Customer Service Centre (50%)

Serve customers and agents in the areas of enquiries, requests, complaints and MCV verifications. - Serve as the centre in charge when Centre Head is not around.

• Support floor management and traffic control.
• Support resource planning.
• 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 escalated by team members.
• 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.

• Support case monitoring and investigation.

  2. Quality Assurance with Continuous Improvement (30%)

Provide quality services to customers with continuous improvement. - Collect customer feedback for continuous improvement.

• Report regularly to Centre Head of any operation problems encountered and suggest action items.
• Suggest improvement ideas to enhance customer experience and improve efficiency and effectiveness of works.
• Coach and mentor team members on both hard and soft skills.
• Prepare training material to uplift team members both hard and soft skills.

• Participate in projects or assignments relating to service enhancement.

  3. Support to Working Partners (15%)

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.

• Act as a specialist on specific task. Work with working partner to deliver regular refreshment briefing and update to the team.

  4.Other Responsibilities (5%)

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

Minimum Job Requirements: - University / College graduate with 4-5 years' relevant experience OR Form Five plus at least 7-8 years' working experience

• IIQE Paper 1,2,3 and 5 are required
• Solid knowledge of life insurance
• Good communication and interpersonal skills
• Service-oriented and self-motivated
• Able to deal with difficult customers
• Positive to changes and challenges

• Proficient in both spoken and written English and Chinese including Mandarin

  Others:- The incumbent is required to obtain relevant license if the 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.