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

• Handles customers/agents/medical partners enquiries and complaints regarding all activities in insurance operation process (Medical Panel Service) through phone, email, WebChat/Video Chat.
• Support Manager on supervising the Client Service Team with the objectives of ensuring smooth daily operation of service hotlines to achieve the highest level of productivity, operations efficiencies, quality and customer satisfaction.

Roles and Responsibilities:Hotline Operation Handles customers/agents enquiries and complaints regarding all activities in medical insurance policy operation process such as Underwriting, Prior Authorization Approval, Letter of Guaranteed (LOG) Medical Service booking and advice, Claims and In/Outpatient arrangement;Handle complex and complaint calls escalated from the teamDeliver real time monitoring on the floor quality to avoid potential complaint and provides comprehensive and accurate solutionFollow through with agents/customers on servicing issues;Executes empowerment guidelines;Motivate, coach and develop staff to sustain high service levelAssist immediate supervisor to identify/implement the service improvement initiatives through system enhancement, process reengineering and etc.Identify the operation issue by monitoring the real cases and works closely with HCM Approval Service / Claims / Contact Centre to offer a long term solutionPrepare regular hotline service report and analytics to identify service gaps and provide suggestions for improvement and drive relevant parties to improve customer experienceReview and endorse time sheet of the teamAnalyze and evaluate the follow up log sheetManage the long pending cases of the team

Training support

Provide training to the team regarding the HCM Client service scope

Administrative Works

PA, LOG processDocumentation / Service log or email to AIAHK Business PartnersWorks closely with AIAHK Business Partners to resolve the complaints and uncertain issues
 

Other responsibilities

Being the Champion for staff engagement programOther duties and responsibilities as assigned by supervisor

Job Requirements:

University/ College graduate in any discipline, orStrong interpersonal, communication and analytical skillsHands-on experience in customer service and complaint handlingGood team player and customer focusedStrong insurance knowledge & medical background would be definitely an advantageSelf-motivated, willing to take on challenges and able to work under pressure

Others:

You are preferred to obtain the license of Insurance Authority (IA) (Paper 1, 2, 3 and 5) You are required to obtain relevant license if your job involves in 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.