Job ref no.: CT3116513-01#0430

Business Assurance Advisor, Quality Management & Business Development


AIA 4 reviews -Hong Kong Job Summary
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
Perform 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
Support on handling Compliance and business unit initiated audit call for complaint /suspect mis-conduct investigation
Support the backend policy application and policy processing by following up with customers and/or agents to help speed up policy issue and delivery
Support customer interaction services such as service registration, satisfaction survey, customer feedback, enrolment for agency events etc
Help to execute the programs / special projects with the objective to reactivate our customer and agents and help to build up the awareness of AIA branding
Provide feedback to management on operation and logistic flow with the aim to help streamline campaign effectiveness and efficiency
Provide empowerment services on pre-defined services items to add values to customer experience

Quality and Administration Requirement
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
Deliver quality tele-services to the customers / agents as per Quality Assurance standard quality check requirement and to meet the minimum quality score as assigned by supervisor / company
Issue necessary customer correspondence / fulfillment materials as requested by customers and/or agents

Maintain awareness of market intelligence and channel feedback from customers and agents
Perform other duties as assigned by supervisor / company as and when necessary

Job Requirements
HKCEE / DSE holder or equivalent with at least 2 year’s working experience
Experience in Customer Service / Sales / Insurance experience is an added advantage
Candidate with Hong Kong Insurance Intermediary Examination Paper 1, 2 and 3 is a must
Qualification with paper 4 & 5 is an added advantage
Good oral presentation and communication skill
Language proficiency, with fluency in Mandarin and /or English is an added advantage

We offer an attractive remuneration package to the successful candidate. Please submit your application by clicking Apply Now for our processing.

All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes. The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request. It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies. AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

All applications applied through our system will be delivered directly to the advertiser and privacy of personal data of the applicant will be ensured with security.

More job information
Job ref no. CT3116513-01#0430
  • N/A
Job Function
Employment Term
  • Full-time
  • 2 years - 7 years
Career Level
  • Non-management level
  • F.5- F.7 or DSE