At AIA, our vision is to help people live healthier, longer, better lives by encouraging them to make positive lifestyle changes one step at a time. Our firm belief is that by following our Operating Philosophy of doing the right thing, in the right way with the right people, the results will come. AIA Insurance for Life, Health and Wellbeing.
The Opportunity at AIA
In November 2019, AIA Australia welcomed CommInsure Life (CMLAS Pty Ltd) into the AIA family. This role is positioned in the CMLAS Pty Ltd business and based at our offices in Sydney Olympic Park.
We have an opportunity in our team for experienced Customer Service Representatives. This role is responsible for ensuring there is a seamless flow of calls within the Contact Centre to ensure we are responding to a customer’s queries in their channel of choice, providing accurate and knowledgeable information that exceeds the caller’s expectations.
This role will see you working Monday to Friday between the hours of 9am – 5pm.
In this role, you will be responsible for:
For assisting customers with lodging claims, providing updates to customers and keeping our customers informed of their claims progress.
This involves managing a portfolio of Unemployment Tele-Claims, processing applications for claims over the phone and assessing benefits payable under the customer’s life insurance policy. The incumbent also provides assistance to the Expert Response.
Taking inbound calls and performing administration duties
Providing excellent customer service within agreed service standards
Conducting telephone interviews with customers and related parties to gather required information and tailoring claims requirements for customer needs
Issuing tailored claim requirement documents within service level standards
Generate or find unusual or different solutions to problems or opportunities
Develop creative improvements to products, services or processes
Maintain a high standard of data integrity management
Liaise with supporting contacts e.g. financial advisors, external stakeholders for claims purposes
Proactive involvement in projects as and when required
Work effectively in a team environment, share information and provide support to other team members
Adhere to security and Privacy legislation
To be successful in this role, you will have:
Strong customer service focus
Strong understanding of a Contact Centre environment and the respective metrics
Strong verbal and written communication skills
Ability to work under pressure and handle complaints
Highly organised with the ability to prioritise work activities and effectively allocate tasks
Recruitment Agencies : Our Talent team does not require any recruitment agency support.
Interested Candidates : Apply using the ‘ Apply ’ button. No emailed applications accepted. For general enquiries only, contact:
Healthier, Longer, Better Lives
At AIA, wellbeing is at our core. We understand that healthy employees are happy employees. That’s why we have a culture of care that promotes wellbeing and flexibility, recharge days, flexible work arrangements and an AIA Vitality membership.
We focus on career development, people development and leadership capability, so that you’ll be nurtured and have every opportunity to reach your full potential.
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 are an equal opportunity employer that embraces and values diversity and inclusion in our workforce. We believe that for people to be their best selves at work, they must feel they can be themselves. We celebrate both our differences and similarities including how we dress, and we trust our employees to dress appropriately and comfortably for their day.
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.