FIND YOUR BETTER AT AIA
We don't simply believe in being The Best. We believe in better - because there's no limit to how far better can take us.
We believe in empowering every one of our people to find their better - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives.
If you believe in better, we'd love to hear from you.
Primary Focus & Responsibilities:
Customer Engagement:
- Reconnect with existing customers through calling, rebuild rapport, and establish credibility through empathetic, trust-based conversations to understand customer feedback (customer retention specialist)
- Adress simple service concerns and escalate or hand over more complex issues appropriately
- Collaborate with internal departments (claims, customer service, operations), to provide suitable solutions based on customer feedback and restore customer satisfaction
Advisory & Product Knowledge
- Introduce relevant insurance solutions that match customer needs and create interest without overselling
- Address customer objections by leveraging customer insights and offering relevant product options, incentives, or clarifications
Compliance & Process Adherence
- Ensure accurate documentation, customer information capture and compliance with internal policies
- Provide periodic feedback to team leaders and distribution on lead quality trends and customer preferences to improve future targeting
Requirements:
- Min. 3 years of working experience in customer service, telesales, insurance servicing, or financial advisory roles
- Experience in direct customer engagement via phone, messaging or digital channels
- Exposure to needs-based conversations or simple financial needs analysis preferred
- Familiarity with insurance is an advantage (training can be provided)
