Insurance Service Advisor - Customer Experience Champion

AIA Hong Kong and Macau; Hong Kong; On-site; HKD 180,000 - 240,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a Customer Service Advisor to manage hotline inquiries and complaints across underwriting, policy owner service, and claims. You will document interactions, follow up on open items, and collaborate with our business partners to resolve issues.

The role emphasizes customer service excellence, accurate record-keeping, and adherence to licensing requirements for regulated activities. AIA supports career growth while contributing to healthier, longer, better lives.

Qualifications

• Must have 4 years of working experience in customer service or insurance-related roles.
• Hands-on knowledge of insurance products and MPF is advantageous.
• License requirements: ability to obtain Insurance Authority (IA) Paper 1-3 or MPFA Papers 1-4 as applicable for regulated activities.

Responsibilities

• Handle Hotline Operation (75%): respond to enquiries and complaints across underwriting, policy owner service, and claims.
• Administrative tasks (20%): document calls, log follow-ups, and coordinate with AIAHK Business Partners.
• Other duties (5%): perform additional responsibilities as assigned by supervisor.

Job description

AIA Hong Kong and Macau is seeking a Customer Service Advisor to manage hotline inquiries and complaints across underwriting, policy owner service, and claims. You will document interactions, follow up on open items, and collaborate with our business partners to resolve issues.

The role emphasizes customer service excellence, accurate record-keeping, and adherence to licensing requirements for regulated activities. AIA supports career growth while contributing to healthier, longer, better lives.