Customer Service Representative AIA Australia location Sydney.

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 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.