ASSOCIATE - SG POS (Live Chat)

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you Then read on.

About the Role

This role requires representatives to provide excellent customer service support to policy holders/financial service consultants via Contact Centre channels while also supporting other work rotations. To be able to respond to basic enquiries regarding life insurance.

Customer Servicing:

• Ensure customers enquiries and requests are handled as per the stipulated performance standards and benchmarks.
• Resolve customers problems or complaints by applying appropriate skills and escalate the case to next level when necessary.
• Ensure all customer interactions are captured and logged in CRM system accurately.
• Follow up on all pending cases and ensure customers are updated on the resolution timely.
• Ensure meeting personal service targets in achieving service, productivity, and quality assurance level.
• Performs other responsibilities and duties periodically assigned by supervisor to meet operational and/or other requirements.

Automation & Workflow Optimization:

• Analyze existing manual and semi‑manual workflows to identify automation and efficiency opportunities.
• Design, build, test, and maintain automation solutions using Power Automate (Cloud and Desktop).
• Integrate automation with Power Query, Excel, SharePoint, SQL databases, and Power BI where applicable.
• Proactively enhance and optimize existing automation to improve performance and reliability.