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Business Assurance SpecialistAIA Hong Kong and Macau
Business Assurance SpecialistAIA Hong Kong and Macau
Job Highlights
  • Conduct outbound audit & service campaign support
  • Handle difficult customers & resolve complaints
  • Collect customer feedback for improvement
Job Description

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

  • Support on conducting 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
  • Work closely with Compliance and Business units to help making audit call for  compliant / suspect mis-conduct investigation
  • Support the backend policy application and processing by making confirmation call with customers and/or agents to help speed up policy issue and delivery
  • Handle difficult customers and help to resolve complaints and co-ordinate with different business units for resolution to ensure overall customer experience;
  • Summarize the call findings and report any abnormalities /customer feedback to manager / management
  • Participate in finding the best solution on difficult and regulatory related complaint.  Also, arrange written reply to customer timely and effectively as required
  • Assist on script writing on ad hoc and case-specific audit call
  • Provide acting role to support team leaders on helping resolve operational issues escalated by teammates
  • Participate in focus / discussion groups in aspect of operation flow, product design and etc 
  • 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
  • Assist the team to achieve the defined service level agreements, QA and key performance indicator goals
  • Monitoring the campaign overall progress, feedback the customer comments / issues detected and report to managers
  • Issue necessary customer correspondence / fulfillment materials as requested by customers and/or agents


  • Act as a frontline channel in collecting customer feedback, customer patronage behavior and buying habits to management for continuous improvement in service, product, process etc
  • Maintain awareness of market intelligence
  • Perform other duties as assigned by supervisor / company as and when necessary
  • Work flexible in schedule changes based on business need

Job Requirements

  • University graduate in any discipline with 3 years’ experience, or
  • HKALE holder or equivalent with 4 years working experience, or
  • HKCEE / DSE holder or equivalent with at least 6 year’s working experience
  • Experience in handling hotline and complaints or proven sales experience
  • Candidate with Hong Kong Insurance Intermediary Examination Paper 1, 2, 3, 4, and 5 is a must
  • Good oral presentation and communication skill
  • Good language proficiency, with capabilities in spoken Mandarin and/or English
  • Experience in supervisor role is an added advantage
  • Able to work independently with minimum supervision

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.


Additional Information
Years of Experience
3 years
Employment Type
Full Time
Company Website
Company details
AIA International Limited

About AIA Hong Kong and AIA Macau

AIA Hong Kong and AIA Macau are subsidiaries of AIA Group Limited. AIA Group Limited established its operations in Hong Kong in 1931. We have more than 15,000 financial planners*, as well as an extensive network of brokerage and bancassurance partners who serve more than 1.8 million customers*. Our products range from individual life, group life, accident, medical and health, personal lines insurance to investment-linked products with numerous investment options. We are also dedicated to providing superb product solutions to meet the financial needs of high net worth customers.
* As of February 2016