Customer Service (Service Quality), Analyst

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

In this role, you will manage the end-to-end process of complaints received and ensures that the cases are closed within the required turnaround time.

Responsibilities:

• Manage escalated complaints received by the Service Quality unit and ensure that cases are comprehensively reviewed and resolved within the required turnaround time.
• Engage with complainants via different modes of communications in gathering information, providing updates and communicating complaint outcomes.
• Conduct investigations and collaborate with respective departments and colleagues in the review and investigation of the complaints.
• Review investigation outcomes comprehensively and propose sound recommendations for resolutions.
• Work with respective departments in carrying out any service recovery process and in recommending enhancements and areas for improvements arising from complaint findings and outcomes.
• Ensure that written replies to complainants are of high quality standards and with customer centricity.
• Prepare and provide prompt management updates for relevant cases.
• Handle complaints received at the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and represent the company at FIDReC mediations and adjudications.
• Maintain professionalism and composure at all times in managing complainants especially the demanding and difficult ones.
• Ensure accuracy and proper documentation of complaints information.
• Handle any additional or ad-hoc tasks and projects assigned.

Requirements:

• Diploma / Bachelor's Degree
• At least 2 years working experience in complaints management or customer service preferably in insurance or financial institution
• Good written, interpersonal and communication skills
• Good command of spoken and written English
• Able to work in a fast-paced environment and tight deadlines
• Proficient in MS Office
• Preferably certifications in insurance papers

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.