Impactful Complaints & 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

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