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

Handle and follow up on customer requests at AIA—including inquiries, processes, and complaints—in accordance with the established Turnaround Time (TAT), to ensure customer satisfaction and uphold AIA’s reputation.

Handle and follow up on customer correspondence (VIP, Vitality, Individual, and DPLK segments), including inquiries, processes, and complaints, in accordance with the established Turnaround Time (TAT).Deliver high-quality service to customers contacting Customer Care via email, ensuring responsiveness, accurate solutions, and clear, professional language—while maintaining company security, customer service value, and data confidentiality.Conduct probing on complaints received through correspondence, visits, or phone calls, and escalate cases to the CCRU team as needed.Possess comprehensive knowledge of AIA’s insurance products (VIP, Vitality, Individual, and DPLK), business processes, and market trends in investment and finance.Provide alternative solutions to the Leader for complaint handling and assist with additional assigned tasks.Coordinate with relevant departments to follow up on customer complaints or requests.Serve as backup for processing customer mobile number change requests submitted via phone or email, including Identity Proof and Liveness Check procedures:Act as a Point of Contact (PIC) for User Acceptance Testing (UAT) to ensure applications/systems meet requirements in the Correspondence area.Monitor pending cases within the Correspondence team and conduct daily discussions with the Leader to reach resolution agreements.Compile and submit daily and monthly Correspondence Team reports to the Leader. Collaborate with the Leader to plan and recommend strategies to the Head of Customer Service for improving Correspondence Team performance—focusing on service types, systems, and human resources to enhance customer experience via email.

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.