Business Engagement, Senior Advisor

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

Customer Centricity - This role contributes to the delivery of customer outcomes that are reliable, thoughtful, and create meaningful impact for customers and society. The role holder is expected to embed a customer first mindset in all decisions and actions by developing a clear understanding of customer needs, taking end to end ownership to resolve issues, and working collaboratively across teams to continuously enhance the customer journey—both directly and indirectly.

Contribute to the achievement of business goals and objectives of the Business Assurance team by providing tele-services to AIA customers and agents to ensure the legitimacy of AIA business through post sales / audit / servicing call and also phone bind confirmation service on multi-channel to support on business growth and after sales customer service.

Roles and Responsibilities:

Outbound Audit / Service Campaign Support (65%)

 

• Support on conduct post sales call  / welcome call to meet the requirement of both regulators and AIA compliance requirement to ensure AIA business  quality is conducted in a legitimate and compliant manner
• Work closely with Compliance and Business units to help making audit call for  compliant / suspect mis-conduct investigation
• Support the backend policy application and processing by making confirmation call with customers and/or agents to help speed up policy issue and delivery
• Handle difficult customers and help to resolve complaints and co-ordinate with different business units for resolution to ensure overall customer experience;
• Summarize the call findings and report any abnormalities /customer feedback to manager / management

• Participate in finding the best solution on difficult and regulatory related complaint.  Also, arrange written reply to customer timely and effectively as required

• Assist on script writing on ad hoc and case-specific audit call
• Provide acting role to support team leaders on helping resolve operational issues escalated by teammates
• Participate in focus / discussion groups in aspect of operation flow, product design and etc 
• Provide empowerment services on pre-defined services items to add values to customer experience

Quality and Administration Requirement (20%)

 

• Create proper and accurate records of each and every call activity with customer and/or agent into front-end system and policy administration system as required by the campaigns

• Assist the team to achieve the defined service level agreements, QA and key performance indicator goals

• Monitoring the campaign overall progress, feedback the customer comments / issues detected and report to managers
• Issue necessary customer correspondence / fulfillment materials as requested by customers and/or agents

Others (15%)

 

• Act as a frontline channel in collecting customer feedback, customer patronage behavior and buying habits to management for continuous improvement in service, product, process etc
• Maintain awareness of market intelligence
• Perform other duties as assigned by supervisor / company as and when necessary
• Work flexible in schedule changes based on business need

 

Minimum Job Requirements:

• University graduate in any discipline with 3 years’ experience, or
• HKALE holder or equivalent with 4 years working experience, or
• HKCEE / DSE holder or equivalent with at least 6 year’s working experience
• Experience in handling hotline and complaints or proven sales experience
• Good oral presentation and communication skill
• Good language proficiency, with capabilities in spoken Mandarin and/or English
• Experience in supervisor role is an added advantage
• Able to work independently with minimum supervision

 

Others:

• You are required to obtain the license of Insurance Authority (IA) (Paper 1, 2, 3 and 5)
• You are preferred to obtain Mandatory Provident Fund Schemes Authority (MPFA) (Paper 4)
• You are required to obtain the relevant license(s) if your job involves 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.