Branch Executive

AIA Digital+; Sungai Petani; On-site; MYR 52,000 - 76,000; Full time

Job summary

AIA Digital+ in Malaysia is seeking an Analyst to provide dependable frontline support with accuracy, courtesy, and timeliness. The role drives core service processes, promotes digital/self-service usage, and ensures high-quality documentation.

As a New Business and Healthcare Ambassador, you will continuously upskill through centralized training, support branches as needed, and collaborate with teams to deliver excellent customer service and consistent problem resolution.

Qualifications

• Bachelor’s degree in a related field.
• Minimum 2 years of related experience.
• Strong customer service orientation and ethics.

Responsibilities

• Provide dependable frontline support with accuracy and courtesy.
• Promote digital and self-service usage to customers and agencies.
• Maintain high-quality documentation of processes and interactions.
• Upskill as a New Business and Healthcare Ambassador through training.
• Handle escalations and resolve product/service issues end-to-end.
• Support other branches when required.

Skills

Customer service

Communication

Team player

Analytical thinking

Education

Bachelor’s degree

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

Provides dependable frontline support that is accurate, courteous, and timely. The role executes core service processes, promotes digital and self‑service usage, and ensures documentation quality. The Analyst is responsible for continuously upskilling self as a New Business Ambassador and Healthcare Ambassador through centrally managed training and proactive self‑learning.

Role Responsibilities

• To provide product and service information through face-to-face service delivery channel that meets and exceeds the defined service standards.
• To promote Self-Serve Facilities by engaging educating & encouraging customers & agencies to use & sign up.
• To attend and to resolve product/service problems and complaint by providing end to end solution.
• To handle escalations from internal and external team members by initiating discussions and providing recommendation for solutions.
• Project Involvement (ad-hoc / routine) - to participate and contribute within pre-determined timeline, where assigned.
• To be a Subject Matter Expert (SME) and facilitate training session.
• To perform other responsibilities and duties periodically assigned by superior(s) in order to meet operational and/or other requirements.
• To relief other branches at different location (if required).

Minimum Job Requirements

• Bachelor’s degree holder with minimum 2 years’ experience in related field.
• Passion for delivering excellent customer service experience.
• Highly developed sense of integrity and work ethics.
• Ability to communicate clearly and professionally, both verbally and in writing.
• A strong team player.
• Has a pleasant, patient and friendly attitude.
• Be adaptive to fast changing environment.
• Able to handle all level of customer and agent.
• Strong decision making and analytical abilities.

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.