Customer Service Consultant - Claims

As a Customer Service Consultant at AIA, you'll have the opportunity to make a real difference in people's lives. You'll be the first point of contact for our customers, providing them with the support and guidance they need when they need it most.

Through our structured training and development plan, you’ll become an expert on AIA's products and services, helping customers to make informed decisions about their insurance needs and providing them with peace of mind.

• Providing expertise in dealing with any Group Claims client and members with telephonic enquiries within the agreed turnaround times and in accordance with agreed quality standards.
• Providing regular outbound 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.

Our commitment to work-life balance is reflected in our hybrid work model, which offers flexibility through two days of remote work and three days of in-office collaboration (Monday - Wednesday) after an initial classroom-based training and buddy program.

Allocated shift pattern between: 8:00am – 5pm Monday – Friday.

As a customer-focused individual, you’ll be passionate about delivering exceptional customer service outcomes that leave a positive and lasting impression. In addition, you will have:

• Previous experience in a customer facing role; this could have been gained in retail, hospitality, telco etc.

• A keen attention to detail and strong administration skills

• Flexibility and adaptability to thrive in a fast-paced environment

• Excellent verbal and written communication skills

• Ability to problem solve and a solution focused approach

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

If you want to be part of an organisation that helps people live better every single day, apply via the link.