Senior Service Representative Role at AIA

Melbourne, Victoria, Australia -

Full Time

Start Date

Immediate

Expiry Date

11 Jun, 26

Salary

0.0

Posted On

13 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Excellence, Administration SLAs, Customer Enquiries Management, Claims First Point of Contact, Governance, Risk Management, Compliance Adherence, Audit Support, Incident Management, Dispute Resolution, Business Operations Management, Service Support Reporting, Quality Assurance, Partner Onboarding, Business Continuity, Continuous Improvement

Industry

Insurance

Description

BE THE DIFFERENCE 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. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on. The Opportunities: This role supports the delivery of AIA’s purpose, vision and strategy by providing a high quality servicing experience for customers. It ensures service outcomes align with customer and community expectations while managing key risks within the Propositions and Direct Partnerships Support Team. As a senior team member, the role contributes to improving administrative processes, managing reporting requirements, and delivering effective administrative decision making for customers. To do this successfully you will: Deliver consistent service excellence by meeting administration SLAs, managing customer enquiries across calls, email and SMS, and acting as a first point of contact for claims. Ensure strong governance and risk management by adhering to compliance obligations, supporting audits, managing incidents and resolving complex escalations and disputes. Own and manage core business operations including service support reporting, commissions, quality assurance, discrepancies, onboarding of partners and business continuity activities. Drive continuous improvement by identifying efficiency opportunities, improving service quality, supporting operational uplift and maintaining accurate SOP documentation. Role model collaborative and customer centric behaviours by supporting team capability, providing operational and training support, and building effective relationships across internal and external stakeholders. Successful applications will demonstrate: A minimum of two years’ experience in a senior customer servicing role, preferably within financial services, with strong operational and functional exposure. Strong understanding of life insurance products, policy administration, and the regulatory and compliance environment within which AIA operates. Proven ability to deliver excellent customer service, effectively resolve complex customer queries, and operate confidently in fast paced, high volume environments. Demonstrated experience in partnership distribution onboarding, change management, and delivering operational plans within established risk and compliance frameworks. High technical capability including exposure to policy management platforms, strong Excel skills, and the ability to work with regulatory, legislative and technical requirements. Why choose AIA: At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people. Access our training and development to build on your current skills Career development through internal mobility opportunities Work for a business helping millions of Australians and make a difference to someone’s life everyday Access additional leave days a year to recharge and refresh yourself Enjoy wonderful Health and Wellbeing initiatives that support you Work with supportive and inclusive managers Flexible working arrangement – 3 days in office and 2 days WFH At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year. AIA is different. Are you? If you want to be part of an organisation that helps people live better every single day, apply via the link. 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. As the largest listed company on the Hong Kong Stock Exchange, we’ve been proudly making a difference for people and communities across Asia for over a century. And we build on this every day with our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. 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. Inspiring and supporting you to thrive - not just at work, but in life. Believe in better with AIA. View our AIA LinkedIn page Bring your difference to AIA

Responsibilities

This senior role supports service delivery by ensuring high-quality customer servicing, meeting administration SLAs, managing enquiries across multiple channels, and acting as the first contact for claims. Responsibilities also include owning core business operations, managing risk and compliance, and driving continuous improvement through process enhancement.