To provide an outstanding customer service experience to our Advisers and Insurance Managers that is targeted to their needs and ensures an effective and efficient resolution of their enquiry.

• Taking in-bound calls from Advisers and Insurance Manager and assisting with multiple requests including; U/W processing queries, liaising decisions on policies providing correct requirements to issue policies etc.
• Providing accurate, prompt and well written communications to Advisers and Insurance Managers.
• Creating quotes using one of 12 individual quoting tools across excel, internet explorer & Microsoft database.
• Assist with classified medical requests for internal & external parties.
• Provide excellent continuation of service for Advisers including managing initial request and only escalating to Team Manager when appropriate. Otherwise managing through to resolution.
• Retention of business by creating loyalty in clients through providing outstanding customer experience.
• Make good commercial business decisions and adhere to internal processes and business guidelines.

• Take ownership of all actions required to resolve the customer’s queries with in your delegated authority.
• Continually promote AIA and our Business Partner brands and products in a professional manner.
• Identify processes that can be streamlined to increase team productivity without compromising on quality.
• Provide backup and support during peak times to the Customer Relationship Team.
• Provide assistance with additional tasks as required by the Team Manager or Contact Centre Senior Manager when required.

Key Stakeholder Management

• Maintain and build strong relationships with Advisers and Insurance Managers, adding value to their business and persistency results
• Develop strong relationships with key internal stakeholdrs across Customer and Partnership Insurance, including but not limited to; BDM’s, Existing Business, New Business, Claims and Underwriting.
• Provide accurate and timely information to BDMs when requested and ensure a strong relationship is maintained.
• Manage urgent escalations from advisers and provide timely resolution.  
• Be a SME for Advisers, managing their requests from start to finish.

Performs other responsibilities and duties periodically assigned by supervisor in order to meet reasonable operational and/or other requirements

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:

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.