Life Insurance Customer Experience Specialist

aia

Hong Kong

On-site

HKD 180,000 - 240,000

Full time

14 days+

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Job summary

AIA Hong Kong is seeking a Customer Service Specialist to handle enquiries and complaints related to Life insurance, Group Medical, and Pension operations. The role emphasizes proactive communication, accuracy in documentation, and collaborative problem-solving with internal teams.

The ideal candidate will have an equivalent diploma or degree, strong English and Chinese language skills, and IIQE certification.

Qualifications

Equivalent diploma or degree holder.
Good command of English and Chinese (spoken and written).
Proactive, independent, analytical, patient, and able to work under pressure.
Good interpersonal skills and customer-centric mindset.
IIQE Paper 1&3 holder is essential; IIQE 2&5 preferred.
Basic insurance knowledge is advantageous.

Responsibilities

Handle customer enquiries and complaints across all activities in Life insurance, Group Medical, and Pension operations.
Report problems, potential crises, and complaints to supervisor for service improvement.
Engage with customers through proactive follow-up on cases.
Document call activities in the system and in logs.
Coordinate with AIAHK Business Partners to resolve issues and meet targets.
Perform other duties as assigned by supervisor to meet operational needs.