Customer Service (Service Quality), Analyst

AIA Singapore; Singapore; On-site; SGD 42,000 - 62,000; Full time

Job summary

AIA Singapore is seeking a qualified professional to manage the end-to-end complaint handling process. You will oversee escalated cases, gather information from complainants, and coordinate investigations with various departments to ensure timely closure.

The role involves preparing clear, compliant responses and maintaining meticulous case records. You will interact with FIDReC mediations and provide management updates as needed, contributing to continuous service improvements while upholding

Qualifications

• Diploma or Bachelor's degree in any field.
• Strong written and verbal communication skills.
• Good interpersonal skills and ability to work with different stakeholders.

Responsibilities

• Manage escalated complaints within the Service Quality unit and ensure timely resolution.
• Engage with complainants to gather information and communicate outcomes.
• Investigate complaints and coordinate with relevant departments.
• Review investigations and recommend resolutions.
• Support service recovery and identify improvement areas from findings.
• Ensure high-quality, customer-centric written replies to complainants.
• Provide timely management updates on case status.
• Represent the company at FIDReC mediations and adjudications when required.
• Maintain professionalism and accurate documentation of complaint information.
• Handle ad-hoc tasks and projects as assigned.

Skills

Written communication

Interpersonal skills

English proficiency

MS Office

Insurance certifications

Education

Diploma / Bachelor's Degree

Tools

MS Office

Job description

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

Its 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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About The Role

In this role, you will manage the end-to-end process of complaints received and ensures that the cases are closed within the required turnaround time.

Responsibilities

• Manage escalated complaints received by the Service Quality unit and ensure that cases are comprehensively reviewed and resolved within the required turnaround time.
• Engage with complainants via different modes of communications in gathering information, providing updates and communicating complaint outcomes.
• Conduct investigations and collaborate with respective departments and colleagues in the review and investigation of the complaints.
• Review investigation outcomes comprehensively and propose sound recommendations for resolutions.
• Work with respective departments in carrying out any service recovery process and in recommending enhancements and areas for improvements arising from complaint findings and outcomes.
• Ensure that written replies to complainants are of high quality standards and with customer centricity.
• Prepare and provide prompt management updates for relevant cases.
• Handle complaints received at the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and represent the company at FIDReC mediations and adjudications.
• Maintain professionalism and composure at all times in managing complainants.
• Ensure accuracy and proper documentation of complaint information.
• Handle any additional or ad-hoc tasks and projects assigned.

Requirements

• Diploma / Bachelor's Degree
• At least 2 years working experience in complaints management or customer service preferably in insurance or financial institution
• Good written, interpersonal and communication skills
• Good command of spoken and written English
• Able to work in a fast-paced environment and tight deadlines
• Proficient in MS Office
• Preferably certifications in insurance papers

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 its 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!