Inbound Client/Customer Support Representative

Summary about this job

Detail information about job Inbound Client/Customer Support Representative. Terms and conditions vacancy

WE’RE FOR your growth…

At AIA Australia we focus on career development, people development and leadership capability, so that you’ll be nurtured and have all the opportunities to reach your full potential. Join one of Asia Pacific’s largest life insurers that is committed to your personal and professional growth.

Working in our Group Claims space you the main responsibilities for this role will be to provide expertise via inbound calls from Group Claims clients and members within the agreed turnaround times and in accordance with our business operating protocols, and in doing so provide a quality customer experience to our clients.

Some of your responsibilities include:

• Providing regular communication to clients and members within agreed timeframes and in accordance with agreed quality standards.
• Investigating and resolving disputes related to expectations of the client or member versus the reality of our business practice and our data
• Responding to general enquiries received via Group Claims email address or other internal email accounts established with the teams within the agreed turnaround time set by the Team Leader 
• Based on the nature of the phone call, providing both written and verbal follow ups to clients, stakeholders and third parties and referring back to Group Claims contact points (i.e. Claims Assessors) where appropriate.
• Providing regular feedback to the Team Leader, based on findings or nature of phone queries, to assist in the ongoing development and growth of team members within the Group Claims Department.
• Assist in providing data for call trend analysis and qualitative reporting in order to support continuous process improvement.

You will have a genuine customer service style with excellent written and verbal communications gained across insurance, retail or hospitality. Your pro-active manner and high level of initiative and flexibility, along with strong organisational and systems knowledge will see you excel in this role. Proven success within an operational environment and your ability to quickly build on our product and processes is essential. This will enable you to build your profile internally and grow your career.

WE’RE FOR your wellbeing…

We understand healthy employees are happy employees. That’s why we have a culture of care that promotes wellbeing, inclusion and flexibility. With fruit box deliveries, recharge days, flexible work arrangements and an AIA Vitality membership (including a FitBit!), we endorse work-life balance.

WE’RE FOR your recognition…

We recognise your efforts and hard work because we understand that everyone in our AIA family is important. When people feel valued, they become more productive and satisfied, and we want you to feel inspired every day.

WE’RE FOR your success…

Your success is ours. Not only do we provide you with all the resources for you to thrive, we enable you to be the best that you can be. We encourage creative thinking and you will even be rewarded for it!

WE’RE FOR you…

For further information please contact [email protected]