Insurance Hotline Advisor – Customer Care Champion

AIA Company Limited; Hong Kong; Sur place; HKD 180 000 - 240 000; Plein temps

Résumé du poste

AIA Company Limited in Hong Kong is seeking a Customer Service Advisor to handle hotline inquiries, manage complaints, and support administrative processes across underwriting, policy owner service, and claims.

You will maintain customer-centric service, document activities, and collaborate with partners to resolve issues, while meeting regulatory licensing requirements. 2–3 years in Insurance or customer service is preferred.

Qualifications

• Secondary education with some work experience.
• 2-3 years in Insurance / Customer Service / hotline service is preferred.
• Hands-on experience in customer service.
• Basic insurance or MPF knowledge is advantageous.
• License IA (Paper 1,2,3,5) or MPFA (Paper 4) may be required.

Responsabilités

• Handles customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different line of business
• Reports problems, potential crisis and complaint to supervisor for service improvement
• Makes outbound call to customers for follow-up cases
• Executes empowerment guidelines
• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business Partners
• Works closely with AIAHK Business Partners to resolve the complaints and uncertain issues
• Performs other responsibilities and duties periodically assigned by supervisor

Connaissances

Customer service

Communication

Insurance knowledge

Telephone handling

Problem solving

Formation

Secondary education

Description du poste

AIA Company Limited in Hong Kong is seeking a Customer Service Advisor to handle hotline inquiries, manage complaints, and support administrative processes across underwriting, policy owner service, and claims.

You will maintain customer-centric service, document activities, and collaborate with partners to resolve issues, while meeting regulatory licensing requirements. 2–3 years in Insurance or customer service is preferred.