Bring your career aspirations to life with AIA!

Handles customers/agents/medical partners enquiries and complaints regarding all activities in insurance operation process (Medical Panel Service) through phone, email, WebChat/Video Chat.

Roles and Responsibilities:

Hotline Operation

• Handles customer enquiries and complaints regarding all activities in insurance policy Operation process such as Underwriting, Policy Owner Service, and Claims (PA approval, case assessment, appointment booking);
• Reports problems, potential crisis and complaint to supervisor for service improvement.
• Makes outbound call to customers for follow-up cases;
• Executes empowerment guidelines;

Administrative Works

• Documents call activities in system
• Documents follow up items in log sheet or send email to AIAHK Business partners and Panel strategic partners
• Works closely with AIAHK Business Partners and Panel strategic partners to resolve the complaints and uncertain issues

Other responsibilities

• Being the Champion for staff engagement program
• Other duties and responsibilities as assigned by supervisor

Minimum Job Requirements:

• University/ College graduate in any discipline, or
• Secondary education graduate with 4 years working experience in customer service / contact centre operation
• Minimum 2-3 years relevant experience in Insurance / Customer Service / hotline service
• Strong interpersonal, communication and analytical skills
• Hands-on experience in customer service and complaint handling
• Good team player and customer focused
• Strong insurance knowledge & medical background would be definitely an advantage
• Self-motivated, willing to take on challenges and able to work under pressure
• You are required to obtain relevant license if your job involves in regulated activities

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.