Customer Service and Operations Specialist

2 weeks ago

Hong Kong, Central and Western District, Hong Kong SAR China AIA International Limited. Full time

AIA International Limited is seeking a highly motivated Customer Service and Operations Specialist to join our team. In this role, you will be responsible for providing exceptional customer service and overseeing daily operations for assigned portfolios.

About the Role

As a Customer Service and Operations Specialist, you will:

  • Provide satisfactory customer service and administration services to assigned clients;
  • Oversee customer services and daily operations for assigned portfolios/distribution channels;
  • Conduct client visits, presentations, and members' briefings and handle clients' inquiries and complaints;
  • Review all forms of clients' communication materials, including letters, trust deeds, reports, statements, and presentation materials;
  • Monitor client retention and service-to-sales activities, such as up-selling retail products/promoting our client retention programs;
  • Ensure achievement of client retention and service-to-sales targets;
  • Maintain close client relationships and take precautionary measures whenever necessary to retain the portfolio;
  • Closely monitor databases/reports/queues/systems used for measuring benchmarks and ensure they are properly updated and completed within regulatory and service timelines;
  • Develop control procedures on identified risk areas and provide expertise and technical advice to team members;
  • On-time identification of errors, delays, or other problems, with subsequent diagnosis & resolution via corrective and/or preventive measures;
  • Work as a change agent and introduce or facilitate changes in policies and procedures;
  • Assist team members in prioritizing tasks and provide clear direction when they meet problems;
  • Provide support to superiors in coaching and supervising staff towards client-focused and seeks continuous improvement;
  • Manage and motivate staff to enhance competencies and performance;
  • Coach and mentor team members for staff development;
  • Coordinate and monitor CCS team initiatives/activities;
  • Act as a module owner to lead projects;
  • Perform any other duties and projects assigned.
Requirements

To succeed in this role, you should have:

  • A university graduate degree with at least 6 years of customer services/operations experience, including 1-2 years in supervisory positions;
  • Good knowledge of group insurance and investment products;
  • Self-motivation and customer orientation;
  • Traits of a team player;
  • Attention to detail;
  • Good communication and interpersonal skills;
  • An outgoing personality with good presentation skills;
  • Good time management and organization skills;
  • Good staff coaching and supervisory skills;
  • Proficiency in PC skills;
  • Proficiency in both spoken and written Chinese and English languages;
  • Ensure team members who perform regulated activities obtain relevant licenses and fulfill licensing requirements.
Salary Range

The estimated annual salary for this role is around HKD $360,000 - HKD $480,000 depending on qualifications and experience. This figure is based on industry standards and market research for similar roles in Hong Kong.

Benefits

AIA International Limited offers a comprehensive benefits package that includes:

  • Competitive salary;
  • Annual bonuses;
  • Medical and dental insurance;
  • Retirement plan;
  • Employee assistance program;
  • Professional development opportunities;
  • Recognition and reward schemes.

Please note that the salary range provided is an estimate and may vary based on individual circumstances.

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