Service, Advisor I

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

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people’s lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030. And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business. Sound like you? Then read on.

About the Role

Handles customer enquiries and complaints regarding all activities in operation process

Roles and Responsibilities

• 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

Minimum Job Requirements

Secondary education graduate with 4 years working experience Candidates with higher academic qualification or more relevant working experience may be considered as Customer Service Advisor Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service Hands-on experience in customer service. Basic insurance or MPF knowledge would be definitely an advantage You are required to obtain the license of Insurance Authority (IA) (Paper 1,2,3,5) or Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4) Others: You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone. It’s about finding new ways to not only better people’s lives, but to better the communities and environments we live in. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA