Bring your career aspirations to life with AIA!

Assists function head to maintain a smooth, effective, and efficient daily operations of CS team and MAP business after sales services. Contributes to the operations department by processing POS requests, performing both customer counter service and hotline service to provide quality customer service to customers, and any administrative duties as assigned.

Roles and Responsibilities:

Customer counter service and hotline service

Performs counter service and hotline service in order to deliver quality service to customers.

Maintains high levels of customer satisfaction; Ensures benchmarks for CSC are met; Handles enquiry on Policy terms and provisions; Handles enquiry and application for POS requests; Handles enquiry and application for Claims requests; Closely communicates with relevant departments and customers for promptly handling those requests submitted; Communicates with customers on how to use AIA’ s application, e.g. AIA connect, Customer Corner, AIA Vitality, etc.; Calls to reminder customers for some special events, e.g. premium due date.

POS requests

Performs POS duties assigned by supervisors in order to ensure timely delivery of services by meeting departmental benchmarks; and assists function head in handling and processing customers’ requests and enquiries effectively and efficiently.

Handles POO quotations; Distributes L&D cheques and confirmation documents to agency office or customers; Handles written enquiry and email enquiry both from customers and agents; Handles duplicate policy; Cheques cancellation preparation; Direct Journal (DJ) / Payment Journal (PJ) preparation. Handles AIA Vitality issues.

Report generation

Generates and maintains reports as per approved format in order to support managers in making timely decisions based on accurate data.

Prepares reports / analyses as requested by management; Handles daily CN report / Suspend item report / cashier daily collection report, etc.; AIA Vitality monthly report follow up; SNO monthly report follow up.

Other responsibilities

Provides administrative support and performs other responsibilities and duties periodically assigned by supervisors in order to meet operational and / or other requirements.

Job Requirements:      

• University / college graduate plus 1-2 years’ relevant experience or Form Five graduate plus minimum 3-4 years’ relevant experience;
• Effective problem solving and interpersonal skills;
• Presentable and effective verbal and written communication skills;
• Effective organization & planning skills;
• Strong staff coaching / counseling skills;
• Administration knowledge in responsible area(s);
• Computer-literacy.

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.