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.
- Ensure accuracy and proper documentation of complaint 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
