Customer-Centric Adviser & Service Lead

AIA; Devonport-Takapuna; On-site; NZD 70,000 - 90,000; Full time

Job summary

At AIA, an Existing Business Adviser builds trusted adviser relationships, resolves enquiries, and ensures smooth customer experiences. You will own an allocated portfolio, work with internal teams, and drive continuous improvement while promoting digital tools and maintaining compliant admin processes.

You will apply strong communication, problem-solving, and stakeholder-management skills to deliver timely outcomes and uphold high service standards in a collaborative environment.

Qualifications

• Strong relationship-building skills and ability to build credible partnerships with advisers and customers.
• Excellent communication and problem-solving abilities, with a customer-service focus.
• Ability to work independently, manage priorities, and make informed decisions using guidelines.
• Experience in financial services or insurance helps quickly build credibility.

Responsibilities

• Build and strengthen trusted relationships across an allocated adviser portfolio, delivering a responsive and customer-centric experience.
• Resolve adviser enquiries and operational issues proactively, ensuring timely outcomes and high service standards.
• Collaborate with internal stakeholders to deliver seamless service and support positive customer outcomes.
• Promote digital tools and solutions that improve efficiency and adoption.
• Maintain accurate and compliant administrative processes that uphold quality and audit readiness.
• Identify and contribute process improvement opportunities that enhance service delivery.

Skills

Relationship building

Communication

Problem solving

Stakeholder management

Tools

CRM software

Job description

At AIA, an Existing Business Adviser builds trusted adviser relationships, resolves enquiries, and ensures smooth customer experiences. You will own an allocated portfolio, work with internal teams, and drive continuous improvement while promoting digital tools and maintaining compliant admin processes.

You will apply strong communication, problem-solving, and stakeholder-management skills to deliver timely outcomes and uphold high service standards in a collaborative environment.