Associate-Policy Owner Services (1 year contract)

AIA Hong Kong and Macau; Malaysia; On-site; MYR 30,000 - 54,000; Full time

Job summary

AIA Hong Kong and Macau is seeking a dedicated service associate to handle customer and internal requests with accuracy and speed, aligning with SLA and SOP guidelines. You will participate in digital transformation initiatives and support daily operations within a collaborative team.

The role emphasizes upskilling through ongoing trainings, adherence to regulatory requirements, and contributing to a positive, customer-centric service culture across the organization.

Qualifications

• Experience in customer service or call center environment.

Responsibilities

• Process customer and internal requests promptly within SLA while following SOPs and ensuring accurate, timely, customer-focused service.
• Manage and follow up on pending cases to ensure timely closure and escalate issues when needed.
• Maintain accuracy in transactions and participate in quality checks to support process improvements.

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

This role is responsible for processing customer and internal requests accurately, efficiently and within the agreed Service Level Agreement (SLA) while ensuring high-quality service delivery, strict adherence to Standard Operating Procedures (SOP), and timely follow-up on cases. The Associates also support digital transformation initiatives, contribute to process improvement and participate in operational tasks assigned by Assistant Manager / Manager.

Core Responsibilities

• Process customer and internal requests promptly within SLA while adhering to approved SOPs, maintaining quality standards, and delivering accurate, timely, customer-focused service.
• Manage and follow up on pending cases to ensure timely closure, escalating issues when needed and maintaining proper follow-up of all case progress.
• Maintain high accuracy in all transactions while ensuring compliance with company policies and regulatory requirements and actively participating in quality checks to implement feedback.
• Participate in ongoing trainings and development activities to support continuous upskilling and career growth.
• Support daily operations and workflow efficiencies by undertaking assigned tasks or mini-projects and collaborating effectively with team members.

Others

• Adopt digital tools including AI, automation, and new systems while providing feedback for continuous system enhancement.
• Contribute ideas for workflow improvement and participate in initiatives that drive process enhancement and innovation.
• Maintain professional communication and contribute to a positive, collaborative team environment.

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