Analyst, customer experience

2 weeks ago

Singapore AIA Hong Kong And Macau Full time

Analyst, Customer Experience Apply locations Singapore, SG-AIA Singapore Time type: Full time Posted on: Posted Yesterday Job requisition id: JR-53199 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 Join us as Analyst, Customer Experience In this role, you will uphold the responsibilities in Complaint Management and deliver Fair Dealing Outcome in resolving customers’ complaints in an independent, effective and prompt manner. You will also develop and implement customer centric strategies and framework to deliver consistent high standard and quality service to our customers and business partners. Handle end-to-end process of complaints escalated by both internal and external parties with adherence to service delivery standards. Able to conduct and conclude investigation with the relevant departments and communicate investigation findings and outcome to complainants. Effectively manage interactions with demanding or difficult complainants. Handle face-to-face meetings, phone calls, and written communications regarding complaints. Collaborate effectively with colleagues from other departments who support the investigation and service recovery processes. Identify key issues in the complaints received and provide feedback to the concerned departments and/or management for review and improvement. Represent the Company in managing the full process of customer disputes through mediation and adjudication at the Financial Industry Disputes Resolution Centre Ltd (FIDRe C) and other external escalation channels. Submit complaints management related reports on a timely basis. Support and attend to policy renewal and billing related enquiries from intermediaries and corporate clients. Suggest and provide process improvement in alignment with organization’s Technology, Digital and Analytic (TDA) direction. Manage internal and external audits on complaints data and implement proposed improvements if any. To undertake ad-hoc tasks and projects assigned by Head, Customer Experience. Minimum Job Requirements: Bachelor’s degree holder. Minimum of 5 years of experience in Customer and Complaint Management, preferably with knowledge in insurance and employee benefits (Group Insurance). Exceptional follow-up skills, prioritization, multitasking, organized and time management capabilities. Ability to thrive in a fast-paced environment and meet tight deadlines. Result-oriented personality. Strong interpersonal and communication skills. Proven ability to work effectively as part of a team. Believe in better with AIA. If you work at AIA, you play an important part in this movement. Which is why we give you every opportunity to learn, grow and shape your career - your way 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. Do you believe in better? At AIA, we don’t simply believe in being ‘The Best’. We believe in better - because there’s no limit to how far ‘better’ can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives, build healthier societies and cultivate healthier environments that better everyone. If you believe in better, we’d love to hear from you. #J-18808-Ljbffr

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