Customer Service Consultant

AIA; United States; Hybrid; USD 40,000 - 48,000; Full time

Benefits offered by this job

AIA Vitality membership

Recharge days

Staff discounts

Hybrid work model

Parking & transit perks

Job summary

AIA is seeking a Customer Service Consultant to be the first point of contact for customers, delivering empathetic and accurate guidance on insurance needs. You will learn AIA's products through structured training and help customers make informed decisions.

The role includes a hybrid work model with 2 days remote and 3 days in-office after onboarding, typically 9am–5pm, Monday to Friday, and a Monday start date. Strong communication and adaptability are essential.

Qualifications

• Experience in a customer-facing role in retail, hospitality, telco, etc.
• Strong administration and data accuracy skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Handle inbound enquiries via telephone and email professionally.
• Provide clear information about products and services.
• Keep customer records accurate and up to date.
• Proactively contact customers and advisors for additional information.

Skills

Customer service

Communication

Attention to detail

Administration

Problem solving

Job description

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better‑protected Australia, read on.

The Opportunity:

As a Customer Service Consultant at AIA, you'll have the opportunity to make a real difference in people's lives. You'll be the first point of contact for our customers, providing them with the support and guidance they need when they need it most.

Through our structured training and development plan, you’ll become an expert on AIA's products and services, helping customers to make informed decisions about their insurance needs and providing them with peace of mind.

We are looking for new recruits to be able to start on Monday 31st August 2026.

Day to day you will:

• Respond to inbound customer enquiries via the telephone and email in an empathetic and professional manner.
• Provide clear and accurate information about our products and services.
• Ensure customer’s records are accurate and up to date.
• Proactively contact customers and Financial Advisors to gather additional information when required.

Our commitment to work-life balance is reflected in our hybrid work model, which offers flexibility through two days of remote work and three days of in-office collaboration (Monday - Wednesday) after an initial classroom-based training and buddy program.

Allocated shift pattern between: 9am - 5pm Monday – Friday.

Successful applications will demonstrate:

As a customer-focused individual, you’ll be passionate about delivering exceptional customer service outcomes that leave a positive and lasting impression. In addition, you will have:

• Previous experience in a customer facing role; this could have been gained in retail, hospitality, telco etc.
• A keen attention to detail and strong administration skills
• Flexibility and adaptability to thrive in a fast-paced environment
• Excellent verbal and written communication skills
• Ability to problem solve and a solution focused approach

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Career progression offered through internal pathway program, on the job training and induction program
• Free membership to AIA Vitality health and wellbeing program
• Four additional recharge days per year in addition to annual leave
• Competitive salary + Bonus Potential + Staff discounts
• Hybrid work – WFH 2 days per week
• Discounted parking available + public transport + amenities close by

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day,