Responsible for providing services to customers relating to areas such as sales, sales promotions, billing inquiries, service requests, suggestions and complaints

At AIA, our promise is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing. 

This is a 5 month fixed term role.

The Opportunity:

The purpose of this role is to assist AIA in operationally achieving its strategic goals by providing service excellence and a market leading customer experience that directly contributes to company profitability via  retaining and growing our customers. The administrative platform of this role is built on customer centric, right first time principles where customer connection and engagement is employed in all interactions.

About the role:

Some responsibilities include:

• Processing of incoming requests for service in a timely and efficient manner. Taking ownership in all actions required to resolve the customers queries including liaising and driving results with other teams.
• As a key deliverer of AIAs customer experience it is vital that you are knowledgeable in all aspects of AIA products and processes as applicable at this level and are professional in all interactions incorporating phone, face to face, email and postal methods
• Provide information, and process requests from different customer channels. As you are the policy and process expert (and they aren’t) you are expected to take all practicable steps to see beyond the service request and ensure you understand the full needs of your customer and delivering to these.
• Contribute to the achievement of all Existing Business targets including reducing turnaround times for our customers' requests, providing an excellent customer experience (measured through our ‘CX’ / Voice of Customer surveys, meet our quality standards and support customer retention and identification of New Business opportunities.

About you:

• Ability to learn quickly and retain complex information

• Regularly demonstrates AIAs vision and values

• Effective verbal and written communication skills
• A genuine desire to provide outstanding customer service
• The quality of embracing change and challenging the status quo
• Strong attention to detail and problem solving skills.
• Fast and accurate typing skills

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.

• We invest in training and development to build on your current skills

• Career development through internal mobility opportunities

• Work for a business helping make positive health and wellbeing changes to the lives of New Zealanders

• Access additional leave days to recharge and refresh yourself

• Enjoy wonderful Health and Wellbeing initiatives that support you

• Work with supportive and inclusive managers

• Flexible working arrangements

Applications for this role close on Wed 24 November 2021.

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:

Kerry.McCormick@aia.com, Leah-L.Abrams@aia.com

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.