Service Advisor I – 12‑Month Contract

About the role

The Service Advisor I will join AIA’s customer support team on a 12‑month contract, handling inbound and outbound communications across multiple insurance lines. You will work closely with underwriting, policy‑owner services and claims teams to resolve enquiries and improve service quality.

Key responsibilities

• Answer customer enquiries and complaints via phone, email or online platforms, covering underwriting, policy services and claims.
• Escalate problems, potential crises and complaints to supervisors for service improvement.
• Make outbound follow‑up calls and apply empowerment guidelines.
• Document call activities and follow‑up items in the system and log sheets.
• Collaborate with AIAHK Business Partners to resolve complex issues.
• Perform ad‑hoc tasks assigned by the supervisor.

Required profile

• Secondary education graduate with at least four years of work experience.
• 2‑3 years of relevant experience in insurance, customer service or hotline operations.
• Hands‑on experience in customer service environments.
• Basic knowledge of insurance products or Mandatory Provident Fund (MPF) schemes is an advantage.
• Must obtain the required Insurance Authority (IA) and MPF Schemes Authority (MPFA) licences for regulated activities.

Required skills

• Insurance Authority (IA) licensing (Paper 1, 2, 3, 5).
• Mandatory Provident Fund Schemes Authority (MPFA) licensing (Paper 4).