Existing Business Representative

AIA NZ; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

AIA NZ in Auckland is seeking an Existing Business Representative to deliver timely, accurate customer support across phone, email and in-person interactions. You will take ownership of enquiries, understand broader needs, and help grow customer retention through tailored solutions.

You’ll collaborate with colleagues and stakeholders to maintain service excellence, support improvements, and contribute to a customer-centric culture focused on Healthier, Longer, Better Lives.

Qualifications

• Experience delivering high-quality customer service, ideally in a contact centre.
• Strong communication skills and ability to build relationships with diverse stakeholders.
• Customer-focused approach and ability to understand needs beyond the immediate enquiry.
• Attention to detail and sound judgement to manage tasks and priorities.
• Collaborative mindset and accountability for delivering on commitments.
• Experience with operating procedures or documenting processes is a plus.

Responsibilities

• Deliver outstanding customer experiences across multiple channels.
• Resolve enquiries efficiently, taking ownership for right-first-time outcomes.
• Identify customer needs and provide tailored solutions for retention and growth.
• Contribute to team performance by meeting service standards and timelines.
• Build strong relationships with stakeholders to enhance service delivery.
• Support continuous improvement by updating processes and training resources.

Skills

Customer service

Communication

Relationship building

Attention to detail

Collaboration

Documentation

Job description

Your Role with Us

As an Existing Business Representative, you play an important role in helping customers experience AIA at its best. Working within the Existing Business team, you deliver timely, accurate support across multiple channels while building meaningful connections that strengthen customer trust and loyalty. You take ownership of customer enquiries, look beyond the immediate request to understand broader needs, and contribute to customer retention and growth through tailored solutions. Collaborating closely with colleagues and stakeholders, you help deliver service excellence, support continuous improvement initiatives, and contribute to a customer‑centric culture focused on helping people live Healthier, Longer, Better Lives.

Your Impact

• Deliver outstanding customer experiences across phone, email, face‑to‑face and written channels, creating positive and lasting customer relationships.
• Resolve customer enquiries efficiently and accurately, taking ownership and collaborating with colleagues to achieve right‑first‑time outcomes.
• Identify customer needs and provide tailored solutions that support retention, engagement and business growth.
• Contribute to team performance by meeting service standards, turnaround times and customer experience objectives.
• Build strong relationships with internal and external stakeholders to enhance service delivery and support positive business outcomes.
• Support continuous improvement by maintaining and updating operational processes, procedures and training resources.

Your Capabilities

• You have experience delivering high-quality customer service, ideally within a contact centre, financial services or a fast‑paced service environment.
• You bring strong communication skills and build positive relationships with customers, colleagues and stakeholders from diverse backgrounds.
• You have a customer-focused approach and look beyond the immediate enquiry to understand needs and deliver meaningful solutions.
• You bring strong attention to detail and apply sound judgement to manage tasks accurately while balancing competing priorities.
• You have a collaborative mindset, contribute to team success and take accountability for delivering on commitments.
• It is great if you have experience working with operational procedures, continuous improvement initiatives or documenting processes and standard operating procedures.

Your Life at AIA

At AIA, we know your career with us is just beginning, and we’re committed to helping you make it extraordinary. In return for your energy and ambition, you’ll gain access to hands‑on experience, structured development programs, and mentorship from some of the most inspiring leaders in the industry. We offer flexible ways of working, competitive rewards, and a culture that values curiosity and collaboration. Here, you’ll have the chance to learn, grow, and contribute to our mission of helping a billion people live Healthier, Longer, Better Lives by 2030, while shaping a future that matters for you and the communities we serve.

DEIB

Diversity, equity, and inclusion are central to who we are and how we work. We value people from all walks of life and welcome candidates of all backgrounds, identities, and lived experiences, including those with disabilities, additional mental health needs, chronic health conditions, or who are neurodiverse. If you’re excited about this role but don’t meet every requirement, we still encourage you to apply. And if there’s anything we can do to support you during the recruitment process, please contact us at [e-mail].

Recruitment Agencies

Our Talent team does not require any recruitment agency support.

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.