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Senior Business Assurance AdvisorAIA Hong Kong and Macau
Senior Business Assurance AdvisorAIA Hong Kong and Macau
Job Highlights
  • Support post sales call / welcome call
  • Make audit calls for complaint investigation
  • Support customer interaction services
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 conduct 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
  • Support customer interaction services such as service registration, satisfaction survey, customer feedback, enrolment for agency events etc
  • 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 to manager
  • Provide empowerment services on pre-defined services items to add values to customer experience
  • Support manager to provide training / briefing to peer groups on the audit call / ad hoc request about the audit objective, case details and related system skills to facilitate the execution on the program
  • Help to execute the programs / ad hoc and special projects with the objective to reactivate our customer and agents and help to build up the awareness of AIA branding


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
  • Monitoring the campaign progress and update your leaders / Manager as when necessary
  • 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

  • HKCEE / DSE holder or equivalent with at least 3 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 & 5 is a must
  • Qualification with paper 4 is an added advantage
  • Good oral presentation and communication skill
  • Good language proficiency, with capabilities in spoken Mandarin and/or  English
  • 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