Service, Advisor I

AIA Company Limited; Hong Kong; On-site; HKD 190,000 - 279,000; Full time

Job summary

AIA Company Limited is seeking a Customer Service Advisor to handle hotline inquiries and complaints across operations, underwriting, policy owner service, and claims. You will perform outbound follow-ups, document activities, and collaborate with partners to resolve issues.

The role requires secondary education with several years of experience in customer service, with insurance or MPF knowledge considered an advantage. Licensing for IA/MPFA may be necessary.

Qualifications

• Secondary education with 4 years working experience; higher qualification may be considered for this role.
• Hands-on customer service experience is required; familiarity with insurance or MPF is an advantage.
• License requirements for IA/MPFA may apply to regulated activities.

Responsibilities

• Handle hotline enquiries and complaints regarding all operation processes such as underwriting, policy owner service, and claims.
• Report problems to supervisor for service improvement and perform outbound follow-up calls.
• Document call activities in the system and coordinate with business partners to resolve issues.

Skills

Customer service

Phone handling

Communication

Problem solving

Education

Secondary education

Higher education

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.