Job Description

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

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

- This role contributes to delivering reliable and thoughtful customer outcomes, creating meaningful impact for both customers and the wider community. The role holder is expected to embed a customer-first mindset in all decisions and actions by developing a deep understanding of customer needs, taking end-to-end ownership in resolving issues, including facilitating timely delivery of pre-authorization (PA) decisions to agents and customers, and collaborating across teams to continuously enhance the customer journey—both directly and indirectly.

- Handles enquiries and complaints from customers, agents, and medical partners related to all aspects of the insurance operations process (Medical Panel Services) via phone, email, and digital channels including WebChat and Video Chat.

- Supports the Manager in supervising the Client Service Team, ensuring smooth daily hotline operations while driving high productivity, operational efficiency, service quality, and customer satisfaction.

Roles and Responsibilities:

Hotline Operation (80%)

• Handles enquiries and complaints from customers and agents across the full spectrum of medical insurance operations, including underwriting, prior authorization (PA) approvals, Letters of Guarantee (LOG), medical service booking and advisory, claims, and inpatient/outpatient arrangements
• Manages complex cases and complaint calls escalated from the team, ensuring effective resolution
• Follows through with agents and customers on servicing issues to ensure timely resolution and customer satisfaction
• Executes within established empowerment guidelines to handle cases efficiently
• Supports the immediate supervisor in identifying and implementing service improvement initiatives, including system enhancements and process reengineering
• Identifies operational issues through case monitoring and collaborates closely with PA Team, Claims, and Contact Centre teams to drive sustainable solutions
• Prepares regular hotline service reports and analytics to identify service gaps, recommend improvements, and drive actions to enhance customer experience
• Reviews and endorses team timesheets
• Analyzes and evaluates follow-up log sheets to ensure proper case tracking and closure
• Manages and drives resolution of long-pending cases within the team

Administrative Works (10%)

• Provides support on Prior Authorization (PA) and Letter of Guarantee (LOG) processes to ensure timely and accurate service delivery
• Maintains proper documentation, service logs, and correspondence (including emails) with AIAHK business partners
• Works closely with AIAHK business partners to resolve complaints and address complex or uncertain issues, ensuring effective and timely outcomes

Other responsibilities (10%)

• Being the Champion for staff engagement program
• Other duties and responsibilities as assigned by supervisor

Minimum Job Requirements:

• University/ College graduate in any discipline, or
• Strong interpersonal, communication and analytical skills
• Hands-on experience in customer service and complaint handling
• Good team player and customer focused
• Strong insurance knowledge & medical background would be definitely an advantage
• Self-motivated, willing to take on challenges and able to work under pressure
• Customer Centricity as a core requirement, ensuring the role holder demonstrates a strong commitment to understanding and addressing customer needs.
• You are required to obtain relevant license if your job involves in regulated activities

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.