Analyst, Client Communications

AIA Singapore; Singapore; Sur place; SGD 42 000 - 72 000; Plein temps

Résumé du poste

AIA Singapore is seeking a Client Communications Analyst to deliver timely, accurate customer communications across email, letters and other channels. You will engage with customers via written and telephone interactions to resolve cases and maintain high service standards.

The role emphasizes cross-functional collaboration, complaint handling, and service improvements, requiring strong written and verbal skills and a customer-focused mindset in a fast-paced insurance environment.

Qualifications

• Diploma or Degree in any discipline.
• Experience in customer service or communications preferred.
• Experience in insurance, banking or financial services would be advantageous.
• Excellent written and verbal communication skills.
• Comfortable communicating via telephone.
• Ability to manage multiple priorities in a fast-paced environment.

Responsabilités

• Prepare clear, accurate customer communications across email, letters and other channels.
• Ensure correspondence aligns with standards, regulatory requirements and guidelines.
• Review enquiries and provide appropriate responses within service standards.
• Tailor communications to customer needs while maintaining consistency and accuracy.
• Deliver a positive customer experience through professional, empathetic communication.
• Support CSAT performance and own customer cases through resolution.
• Handle routine complaints, gather facts, and escalate when needed.
• Collaborate with internal departments to gather information for responses.
• Support process improvements and maintain accurate case records.

Connaissances

Written and verbal communication

Customer service

Multichannel communication

Formation

Diploma or Degree in any discipline

Description du poste

Start building a career with purpose.

At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.

Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role

The Client Communications Analyst is responsible for delivering timely, accurate and customer-centric written communications across email, letters and other correspondence channels. The role plays a key part in maintaining a high standard of customer service, supporting positive customer outcomes and contributing to customer satisfaction performance.

Start building a career with purpose. At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities. Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.

About The Role

The Client Communications Analyst is responsible for delivering timely, accurate and customer-centric written communications across email, letters and other correspondence channels. The role plays a key part in maintaining a high standard of customer service, supporting positive customer outcomes and contributing to customer satisfaction performance.

in this role, you will handle customer enquiries, service requests and concerns, while working closely with internal stakeholders to ensure issues are resolved effectively and professionally. This is not a correspondence-only role and you will be engaging with customers through both written communications and telephone conversations as required to facilitate case resolution and deliver a positive customer experience. You should be comfortable communicating with customers across both channels and willing to proactively engage customers by phone when necessary.

Key Responsibilities

Customer Communications

• Prepare clear, accurate and professional customer communications across email, letters and other written channels.
• Ensure all correspondence is aligned with company communication standards, regulatory requirements and service guidelines.
• Review customer enquiries and provide appropriate responses within established service standards.
• Tailor communications to customer needs while maintaining consistency and accuracy.

Customer Service Excellence

• Deliver a positive customer experience through professional, empathetic and solution-oriented communication.
• Support the team's efforts to maintain and improve customer satisfaction (CSAT) performance.
• Demonstrate strong ownership of customer cases and follow through to resolution.
• Identify and elevate customer issues requiring further investigation or management attention.

Complaint Handling

• Handle routine and straightforward customer complaints independently.
• Conduct fact-finding and gather relevant information to facilitate complaint resolution.
• Engage customers via telephone where necessary to clarify concerns, provide updates or discuss resolutions.
• Escalate complex, sensitive or regulatory-related complaints to senior team members.

Stakeholder Collaboration

• Liaise with internal departments to obtain information required for customer responses and case resolution.
• Work collaboratively with stakeholders to ensure timely completion of customer requests.
• Support operational initiatives and service improvement activities as assigned.

Operational Support

• Support ad hoc projects, business initiatives and team activities as required.
• Participate in process improvement initiatives to enhance communication quality and operational efficiency.
• Maintain accurate records and case documentation in relevant systems.

Reuqirements

• Diploma or Degree in any discipline.
• Prior experience in customer service, customer communications, complaints handling or an operations environment is preferred.
• Experience in insurance, banking or financial services would be advantageous.
• Demonstrated ability to communicate effectively through both written and verbal channels.
• Comfortable and confident engaging customers via telephone, including handling enquiries, clarifying issues, providing updates and resolving concerns.
• Strong proficiency in written communication, with the ability to draft clear, concise and customer-friendly correspondence.
• Ability to manage customer interactions across multiple communication channels while maintaining a high standard of service.
• Excellent written and verbal communication skills.
• Strong command of English with the ability to draft clear, concise and customer-centric communications.
• Comfortable making outbound calls and handling customer conversations professionally and empathetically.
• Strong customer focus with a service-oriented mindset.
• Good judgement, problem-solving and decision-making skills.
• Ability to manage multiple priorities and work in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Takes ownership of cases and follows through to resolution.
• Able to switch effectively between written correspondence and telephone interactions to achieve the best customer outcome.

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.

ABOUT AIA

For over a century, AIA has served the ever-changing needs of our customers across Asia-Pacific. Our Purpose to help millions of people live Healthier, Longer, Better Lives is at the heart of everything we do.

As pioneering innovators, we’re now transforming AIA to be faster, simpler and more connected to create better solutions and impactful experiences for our customers and communities. AIA encourages and enables our people to act with clarity, courage and humanity in service of our Purpose.

JOIN US

At AIA, we believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. Whether it’s investing better wellbeing, inspiring better learning, building better relationships, or making a better impact on customers, a career at AIA will challenge you to find new ways to pursue your ‘better’.

AIA is committed to building a vibrant, diverse, and inclusive workforce for all employees to thrive in. Join us if you believe in creating a better tomorrow!