FIND YOUR 'BETTER' AT AIA
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About the Role
Handles customer enquiries and complaints regarding all activities in individual Life insurance/ Group Medical/ Pension operation process
Responsibilities:
Handle customer enquiries and complaints regarding all activities in Operation process such as Underwriting, Policy Owner Service, and Claims for different lines of businessReport problems, potential crisis, and complaints to supervisor for service improvementEngage with customers through proactive communication for follow-up casesImplement empowerment guidelinesDocument call activities in systemDocument follow up items in log sheet or send email to AIAHK Business PartnersWork closely with AIAHK Business Partners to resolve the complaints and uncertain issuesAchieve the individual performance and the Service Hotline team performance targets.Perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and / or other requirements.Requirements:
Equivalent experience or a Higher Diploma, Associate Degree, or University Degree holderGood command of spoken and written English and Chinese & PC skillsProactive, independent, analytical, patient, and able to work under pressureGood interpersonal skills, self-initiative with a passion for customer centricityCommitted to providing a high standard of service to our membersAttentive to details, well-organized with good problem-solving skillsBasic insurance knowledge would be definitely an advantageIIQE Paper 1&3 holder is essential, IIQE 2&5 is preferred