Customer Service Advisor – Insurance Hotline

About the role

AIA is looking for a Service Advisor I to join its customer‑service team. The role focuses on handling inbound and outbound calls, addressing enquiries and complaints across underwriting, policy‑owner service and claims for multiple lines of business.

Key responsibilities

• Manage 75% of time on hotline operations: receive and resolve customer enquiries and complaints, report issues to supervisors, and conduct follow‑up outbound calls.
• Execute empowerment guidelines to provide timely solutions.
• Allocate 20% of time to administrative tasks: log call activities, document follow‑up items, and communicate with AIAHK business partners.
• Collaborate closely with business partners to resolve complex or uncertain issues.
• Perform additional duties (5%) as assigned by the supervisor to meet operational requirements.

Required profile

• Secondary education graduate with at least four years of work experience.
• Minimum 2‑3 years of relevant experience in insurance, customer service, or hotline operations.
• Hands‑on experience in handling customer enquiries and complaints.
• Basic knowledge of insurance products or Mandatory Provident Fund (MPF) schemes is an advantage.
• Must obtain the Insurance Authority (IA) licence (Papers 1,2,3,5) and MPFA licence (Paper 4).

Required skills

What we offer

• Opportunities for career growth within a leading insurance group.
• Training and support to obtain required licences.
• Engagement in AIA’s mission to help people live healthier, longer, better lives.