Service Advisor II

About the role

The Service Advisor II will be the primary point of contact for AIA customers, handling enquiries and complaints across underwriting, policy owner service and claims. You will work closely with internal business partners to ensure timely resolution and continuous service improvement, contributing to AIA’s mission of helping people live healthier, longer, better lives.

Key responsibilities

• Handle inbound customer enquiries and complaints related to operation processes (approximately 75% of time).
• Report problems, potential crises and complaints to supervisors for service improvement.
• Make outbound follow‑up calls to customers as needed.
• Document call activities and follow‑up items in the system and log sheets.
• Collaborate with AIAHK business partners to resolve complex issues.
• Perform other duties assigned by the supervisor to meet operational requirements.

Required profile

• Secondary education graduate with at least 4 years of work experience, or higher academic qualification with relevant experience.
• 2‑3 years of 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) licences (Papers 1,2,3,5) and MPFA licence (Paper 4) where applicable.

Required skills

What we offer

• Opportunities for career and personal growth within a supportive leadership environment.
• Exposure to a leading insurer committed to sustainable and health‑focused initiatives.