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Business Support, Analyst

2 weeks ago

Penang, Malaysia AIA Full time

At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.
- It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030._
- And as part of our marketing, distribution & partnership team, you’ll play a vital part in advancing this movement. From inspiring meaningful connections with customers, partners and other stakeholders, to delivering purpose-led brand positioning and messaging, you'll be making a positive, healthy impact across all channels. You will have a unique and important part to play in helping more people live Healthier, Longer, Better Lives._

So if you believe in inspiring a better future, read on.

About the Role

To work closely with the sales team to ensure intense follow thru and to clear 100% of pending proposal forms and incomplete cases of the region.

Roles and Responsibilities:
Conventional Products

1. To follow up closely with sales team and medical service providers to clear 85% deferment of the region on PBB regular premium cases monthly.

2. To ensure all completed proposal forms and documents received to be courier by the next working day to head office for processing.

3. To follow up pre-lapsed cases from the weekly pre-lapsed listing with sales team to ensure sales team liaise with Bank Financial Executive (FE) to get customers make the necessary premium payment

to avoid policy lapsation.

4. To screen all proposal forms received from Bank FEs and Sales Team to ensure fully completed DDA form is enclosed for auto debit. For cases without DDA form, Credit Card auto debit must be used.

Cases without auto debit, to reject & return to Sales Team to follow up with FEs.

6. To highlight to Sales Team for cases that pending DDA form and to follow up on those cases escalated by Customer Onboarding (CO) dept which are without DDA enclosed and cases rejected by CO/Finance

due to incompleteness of the DDA forms.

Front end services support on Conventional & Takaful products

1. Enquiries handling
- To attend to enquiries escalated by Sales Team and FEs, to respond within the same day or latest within 2 days.

2. Complaints handling
- Upon receive of complaint in relates to sales dispute by customer, to ensure escalate within 1 working day to head office / superior for investigation and to resolve customer

concerns.

3. Claims handling
- To assist on claims enquiries & follow up on claims outstanding with claims department to ensure claims department responded with outcome within the turnaround time.

Back end services support on Conventional & Takaful products

1. Reporting/Batching
- To compile report/batching list on daily submission for all regular premium, single premium, Credit Life, Takaful and any other Banca products to Customer Onboarding dept for processing.

2. Conventional & Takaful products handling
- To assist sales team to follow up on cancellation/cooling off/surrender payment when request arises on all Banca products.
- To assist prepare letter of acceptance (credit Life) on urgent cases upon request by sales team.

3. To follow up on weekly outstanding welcome call listing received from welcome call coordinator and highlight to sales team to close the outstanding welcome call cases within the turnaround time

set by coordinator.

4. Adhoc Projects
- To ensure any adhoc project/assignment delegated by superior handle/resolve within the deadline given/set.

Support for Tele-Marketing Product

To assist on policy cancellation & escalation to head office Operation team to ensure cancellation request attended with necessary follow up with relevant

department to close the case within agreed turnaround time. To assist on incoming enquiry, i.e. Cancellation, checking on policy status, refund, etc. To assist on policy conservation, policy cancellation and ensure surrender documentation duly completed.

Minimum Job Requirements:

- Preferable Diploma / Degree holder with minimum 2 years working experience in Life insurance industry
- Experience in Customer Service & Support
- Have good people management skills, analytical skills and proficiency in spreadsheets software
- Ability to work with minimum supervision and customer oriented.
- Executive judgment
- evaluates facts and determines alternatives solutions, analyses different causes of action and makes effective decisions
- Special skills - MS Word, Excel, & Power Point
- Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives._