Lead Specialist - Medical Underwriting

AIA; Putrajaya; On-site; MYR 120,000 - 180,000; Full time

Job summary

At AIA Malaysia, we are seeking a highly skilled underwriter to translate data insights into sound risk decisions across high‑risk medical assessments, appeals, and escalations. You will support underwriting operations across channels including Virtual Appointments, Live Chat, and Callback, leveraging digital and AI tools to improve productivity and customer experience.

You will underwrite cases within delegated authority, provide technical guidance to teammates, and contribute to AI-enabled

Responsibilities

• Process and underwrite assigned cases in accordance with approved underwriting guidelines and SOPs, based on direction from the immediate supervisor or manager. Exercise independent underwriting judgement within delegated authority limits for complex and high‑risk medical cases (+150% extra mortality and above). Review cases completed by Specialists and below and provide technical feedback, acting as escalation point for complex medical assessments.
• Provide expert technical guidance and coaching to Specialists and below on underwriting interpretation, risk assessment, and decision rationale. Support underwriting guideline refinement, risk standardization initiatives, and contribute to AI‑enabled underwriting logic and decision‑support tools.
• Perform reasonable ad‑hoc duties aligned with underwriting operations, service delivery, quality improvement, or business continuity needs, including performing other responsibilities and duties periodically assigned by the immediate supervisor or manager to meet business requirements.

Job description

Transform insights into action and impact. At AIA, your skills, perspective and ideas can help us protect customers, balance risk and opportunity, and contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on real-world challenges, collaborate with talented colleagues and bring together data, technical expertise and commercial understanding to strengthen customer solutions and support sustainable growth. Join us to shape better decisions, grow through new experiences and extend your impact across Asia.

About the Role

To provide high‑level technical underwriting expertise by managing complex and high‑risk medical assessments, appeals, and escalations, while supporting underwriting and issuance operations across engagement channels (including Virtual Appointments, Live Chat, and Callback) and leveraging digital and AI‑enabled tools to enhance productivity, quality, and customer experience within agreed Service Level Agreements (SLAs) and a multi‑skilled operating model.

Underwriting & Service Operations (70%)

Process and underwrite assigned cases in accordance with approved underwriting guidelines and SOPs, based on direction from the immediate supervisor or manager. Exercise independent underwriting judgement within delegated authority limits for complex and high‑risk medical cases (+150% extra mortality and above), including handling appeals and complaint‑related underwriting assessments. Act as counter‑signatory and quality gatekeeper for complex cases, ensuring sound judgement, consistency, and audit‑defensible decisions. Review cases completed by Specialists and below provides technical feedback, and act as escalation point for complex medical assessments. Provide expert technical guidance and coaching to Specialists and below on underwriting interpretation, risk assessment, and decision rationale. Support underwriting guideline refinement, risk standardization initiatives, and contribute to the development and validation of AI‑enabled underwriting logic and decision‑support tools.

Business Support (30%)

Perform reasonable ad‑hoc duties aligned with underwriting operations, service delivery, quality improvement, or business continuity needs, including performing other responsibilities and duties periodically assigned by the immediate supervisor or manager to meet business requirements.

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.