Customer Service (Service Quality) Analyst

About the company

AIA is working toward a long-term mission of building a healthier and more sustainable future. The organisation focuses on improving lives and strengthening communities, with the aim of helping a billion people live Healthier, Longer, Better Lives by 2030. It looks for driven professionals who want meaningful growth and the chance to learn from supportive leaders.

About the role

This position is responsible for handling complaints from start to finish and making sure each case is resolved within the expected turnaround time. The role requires careful review, strong communication, and coordinated follow-up across internal teams.

Key responsibilities

• Take ownership of escalated complaints handled by the Service Quality team and ensure they are thoroughly assessed and closed on time.
• Communicate with complainants through different channels to collect details, share progress updates, and explain outcomes.
• Carry out investigations and work with relevant departments and colleagues to review complaint cases.
• Assess investigation results in detail and recommend appropriate resolution actions.
• Partner with internal teams on service recovery efforts and suggest process improvements based on complaint trends and findings.
• Draft customer responses that meet high quality standards and reflect a customer-first approach.
• Prepare timely case updates for management.
• Manage complaints escalated to the Financial Industry Disputes Resolution Centre Ltd (FIDReC) and represent the company during mediation and adjudication sessions.
• Stay composed and professional when dealing with complainants, including difficult or demanding cases.
• Maintain accurate records and proper documentation for all complaint-related information.
• Support additional tasks, projects, and ad-hoc assignments as needed.

Requirements

• Diploma or Bachelor’s Degree.
• At least 2 years of experience in complaints handling or customer service, ideally within insurance or a financial institution.
• Strong written, verbal, interpersonal, and communication skills.
• Excellent command of spoken and written English.
• Comfortable working in a fast-moving environment with tight deadlines.
• Good working knowledge of MS Office.
• Insurance-related certifications are preferred.

Additional information

AIA says it is committed to helping customers and communities live Healthier, Longer, Better Lives. Candidates must provide all requested personal data to be considered for the role. If information is incomplete, it may affect how the application is processed and the final outcome. Applicants are also responsible for ensuring that all submitted information is accurate and current.

About AIA

For more than a century, AIA has supported the evolving needs of customers across Asia-Pacific. The company’s purpose is centred on helping millions of people live Healthier, Longer, Better Lives. It is currently transforming itself to become faster, simpler, and more connected so it can deliver better solutions and more meaningful experiences for customers and communities.

Working culture

AIA encourages people to act with clarity, courage, and humanity in support of its purpose. The company aims to help employees grow in their work, careers, personal lives, and impact. It also promotes a vibrant, diverse, and inclusive workplace where people can thrive and contribute to a better tomorrow.