Service, Advisor I-2

AIA; Hong Kong; On-site; HKD 167,000 - 257,000; Full time

Job summary

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

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.

Skills

Customer service

Insurance knowledge

Communication skills

Problem solving

Education

Secondary education

Job description

Start building a career with purpose. At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities. Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About the Role

This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly. 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 acquire the relevant license(s) if your job involves regulated activities

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

“Better” starts with people who reimagine what is possible and turn ideas into meaningful action. At AIA, you will contribute in your own way, help shape outcomes that matter and collaborate with colleagues across disciplines, teams, markets and levels. We will support you to broaden your perspective, strengthen your capabilities and grow your impact. Together, we challenge assumptions, learn from one another and find better ways forward. Bring your ambition, experience and ideas to AIA, and help shape what “better” looks like.

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