Customer Service (Service Quality), Analyst

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

In this role, you will manage the end-to-end process of complaints received and ensures that the cases are closed within the required turnaround time.

Responsibilities:

• Manage escalated complaints received by the Service Quality unit and ensure that cases are comprehensively reviewed and resolved within the required turnaround time.
• Engage with complainants via different modes of communications in gathering information, providing updates and communicating complaint outcomes.
• Conduct investigations and collaborate with respective departments and colleagues in the review and investigation of the complaints.
• Review investigation outcomes comprehensively and propose sound recommendations for resolutions.
• Work with respective departments in carrying out any service recovery process and in recommending enhancements and areas for improvements arising from complaint findings and outcomes.
• Ensure that written replies to complainants are of high quality standards and with customer centricity.
• Prepare and provide prompt management updates for relevant cases.
• Handle complaints received at the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and represent the company at FIDReC mediations and adjudications.
• Maintain professionalism and composure at all times in managing complainants especially the demanding and difficult ones.
• Ensure accuracy and proper documentation of complaints information.
• Handle any additional or ad-hoc tasks and projects assigned.

Requirements:

• Diploma / Bachelor's Degree
• At least 2 years working experience in complaints management or customer service preferably in insurance or financial institution
• Good written, interpersonal and communication skills
• Good command of spoken and written English
• Able to work in a fast-paced environment and tight deadlines
• Proficient in MS Office
• Preferably certifications in insurance papers