Customer Experience & Compliance Advisor

aia; Hong Kong; On-site; HKD 167,400 - 256,680; Full time

Job summary

AIA is seeking staff to support outbound audit and service campaigns, conducting post-sales and welcome calls to ensure regulatory compliance and legitimate business practices. The role involves resolving customer issues, handling complaints, and coordinating with multiple teams to improve the customer journey.

The ideal candidate has hotline experience, strong Mandarin/English skills, and can work independently with some supervisory exposure.

Qualifications

• University graduate in any discipline with 3 years’ experience, or HKALE holder or equivalent with 4 years working experience, or HKCEE/DSE holder or equivalent with at least 6 years working experience
• Experience in handling hotline and complaints or proven sales experience
• Good oral presentation and communication skill
• Good language proficiency, with capabilities in spoken Mandarin and/or English
• Experience in supervisor role is an added advantage
• Able to work independently with minimum supervision

Responsibilities

• Outbond Audit / Service Campaign Support: conduct post sales/welcome calls to meet regulator and compliance requirements
• Assist with compliant/suspect misconduct investigations in collaboration with Compliance and Business units
• Support backend policy application by making confirmation calls to speed up policy issues
• Handle difficult customers and coordinate with business units to resolve issues and improve customer experience
• Summarize call findings and report abnormalities/customer feedback to management
• Assist in script writing for audit calls and provide backup to team leaders

Skills

Oral communication

Mandarin & English

Telephone handling

Independent worker

Supervisory experience

Education

University degree or equivalent (3+ yrs)

HKALE with 4+ yrs

HKCEE/DSE with 6+ yrs

Job description

AIA is seeking staff to support outbound audit and service campaigns, conducting post-sales and welcome calls to ensure regulatory compliance and legitimate business practices. The role involves resolving customer issues, handling complaints, and coordinating with multiple teams to improve the customer journey.

The ideal candidate has hotline experience, strong Mandarin/English skills, and can work independently with some supervisory exposure.