Insurance Hotline & Customer Care Advisor

AIA; Hong Kong; Sur place; HKD 167 000 - 257 000; Plein temps

Résumé du poste

AIA Hong Kong is seeking a Customer Service Advisor to deliver reliable, thoughtful service and resolve customer inquiries across underwriting, policy owner service, and claims. You will work with colleagues to improve the customer journey and meet regulatory requirements.

The role requires secondary education with 4 years of experience, 2-3 years in insurance or hotline service, and licenses from IA/MPFA, with outbound calls and administrative tasks.

Qualifications

• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Hands-on experience in customer service
• Basic insurance knowledge would be an advantage

Responsabilités

• Hotline Operation (75%) 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
• Administrative Works (20%) 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
• Other responsibilities (5%) Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Connaissances

Customer service

Insurance knowledge

Communication skills

Problem solving

Formation

Secondary education

Description du poste

AIA Hong Kong is seeking a Customer Service Advisor to deliver reliable, thoughtful service and resolve customer inquiries across underwriting, policy owner service, and claims. You will work with colleagues to improve the customer journey and meet regulatory requirements.

The role requires secondary education with 4 years of experience, 2-3 years in insurance or hotline service, and licenses from IA/MPFA, with outbound calls and administrative tasks.