Customer Service Advisor – Insurance Hotline

About the role

AIA is looking for a Service Advisor I to join its Hong Kong call centre. The role focuses on handling customer enquiries and complaints across underwriting, policy services and claims, while supporting continuous service improvement.

Key responsibilities

• Handle inbound customer enquiries and complaints related to underwriting, policy owner service and claims for multiple lines of business.
• Report problems, potential crises and complaints to supervisors to drive service improvements.
• Make outbound follow‑up calls to customers as needed.
• Execute empowerment guidelines during interactions.
• Document call activities and follow‑up items in the system and log sheets.
• Communicate with AIAHK Business Partners via email to resolve complaints and uncertain issues.
• Perform additional duties assigned by the supervisor to meet operational requirements.

Required profile

• Secondary education graduate with at least 4 years of work experience (higher qualifications considered).
• 2–3 years of relevant experience in insurance, customer service or hotline operations.
• Hands‑on experience in customer service environments.
• Basic knowledge of insurance or Mandatory Provident Fund (MPF) schemes is an advantage.
• Must obtain the relevant Insurance Authority (IA) licence (Paper 1, 2, 3, 5) or MPFA licence (Paper 4) for regulated activities.