Case Manager, Specialist

AIA Shared Services; Kuala Lumpur; Hybrid; MYR 180,000 - 300,000; Full time

Job summary

AIA Shared Services within the Marketing, Distribution & Partnership team seeks a senior underwriting liaison to manage complex/high-value HNW cases. You will coordinate end-to-end underwriting, assess health and financials, and liaise with underwriters and sellers to ensure timely delivery of services.

You will also support onboarding for HNW clients, provide regular updates, and generate management reports.

Qualifications

• Requires at least 10 years of experience in related fields at management level.
• Customer service orientation with a positive attitude and strong interpersonal skills.
• Excellent written and spoken English; Bahasa Malaysia proficiency is required.

Responsibilities

• Liaise between sellers and underwriters and manage end-to-end underwriting for complex/high-value cases.
• Assess health and financial circumstances, review applications, and coordinate medical examinations.
• Negotiate with underwriters and provide regular status updates to stakeholders.
• Support onboarding processes for HNW clients and develop management reports/dashboards.

Skills

Interpersonal skills

Customer service

Communication (English & BM)

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 as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives. So if you believe in inspiring a better future, read on.

About the Role

Liaison between sellers and underwriters, and managing the end-to-end underwriting process for complex or high-value cases. The role also includes assessing the HNW customers’ health and financial circumstance, reviewing applications, coordinating medical examinations and reports, negotiating with underwriters, and tracking case statuses. Additionally, the position supports sellers with onboarding processes for HNW clients and reporting, ensuring timely delivery of services and regular updates. Conduct preliminary interviews or meetings with sellers to help them understand their HNW customers’ health and financial circumstances and provide preliminary advise on underwriting requirements. Assess and evaluate individual clients’ health and financial circumstances and using the information to research and develop potential solutions for underwriting requirements. Act as primary liaison between underwriters and sellers to provide premier level services and facilitate/ coordinate the end-to-end new business and underwriting process for complicated/ high-value cases/ prestige medical cases. Review applications for accuracy/missing information and identify any medical concerns upon review of their medical records. Work closely with sellers to gather the necessary medical and financial information to validate customer’s insurability and amount of insurance. Schedule medical examinations, order attending physician’s statements and inspection reports, and communicate with medical service providers to ensure reports are delivered promptly. Negotiate and follow-up with underwriters to obtain best possible underwriting. Follow-up with sellers on any pending requirements and provide regular updates on their customer’s application status. Close monitoring and tracking of pending cases and develop reports/dashboards providing weekly updates to management. Work closely with sellers on onboarding processes, including policy document delivery, enrolment to AIA+ application and introduction to AIA Vitality program.

Minimum Job Requirements

Preferably with at least 10 years working experience in related fields and industry at management level, familiar with New Business, underwriting process. Customer Service oriented, positive attitude and good interpersonal skills Communication: Both spoken and written English and Bahasa Malaysia With self-initiative, ability in critical thinking, resourceful, able to work independently, and willingness to learn. Able to generate new insights, conceptualize and implement to achieve results. This includes the ability to think creatively with proven critical thinking capability.

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.

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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