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Retention Specialist

AIA International Limited - Melbourne, VIC

Insurance & Superannuation
Source: uWorkin

Source: uWorkin


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
We have an exciting opportunity to join the Customer Care team as a Retention Specialist on a secondment.

Reporting to the Retention Manager, you will have a strong administration and customer service skills.

You will be responsible for providing superior level of service to all clients and advisers regarding retaining their policies with AIA. Being proactive with contacting clients and advisers within the agreed turnaround times and in accordance with the business operating protocols.

Additionally, you will be responsible for:

  • Managing day to day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving service outcome
  • Driving exceptional client outcomes by investigating and resolving disputes pertaining to the expectations of the adviser and client versus our product and business rules
  • Identifying, understanding and complying with compliance requirements applicable to the position
  • Inbound and outbound telephone calls, identifying the client's needs, promoting applicable products, and offering applicable options
  • Maintaining and building strong relationships clients and advisers
To be successful in this role, you will have -
  • Strong written and verbal communication skills and high degree of attention to detail
  • Demonstrated experience in a customer service environment
  • Strong relationship building skills
  • Ability to multi-mask and problem solve
  • Ability to take initiative
  • Intermediate level of Word, Excel and Outlook skills
Recruitment Agencies: Our Talent team does not require any recruitment agency support.
Interested Candidates: Apply using the ' Apply' button. No emailed applications accepted. For general enquiries only, contact:
Healthier, Longer, Better Lives
At AIA, wellbeing is at our core. We understand that healthy employees are happy employees. That's why we have a culture of care that promotes wellbeing and flexibility, recharge days, flexible work arrangements and an AIA Vitality membership.

We focus on career development, people development and leadership capability, so that you'll be nurtured and have every opportunity to reach your full potential.

We recognise your efforts and hard work because we understand that everyone in our AIA family is important. When people feel valued, they become more productive and satisfied, and we want you to feel inspired every day.

We are an equal opportunity employer that embraces and values diversity and inclusion in our workforce. We believe that for people to be their best selves at work, they must feel they can be themselves. We celebrate both our differences and similarities including how we dress, and we trust our employees to dress appropriately and comfortably for their day.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.