Senior Analyst, Direct Customer Servicing
AIA Australia
Taguig, PH
6d ago

Bring your career aspirations to life with AIA!This position is responsible for the day-to-day operational activities to support the Direct Servicing processes and initiatives, and to monitor that all service levels pertaining to these activities are met.

He / she should also be responsible in providing support to Orphan policies in the various policy transaction requests as well as assisting frontliners in addressing Policyowner inquiries & requests related thereto.

Key Function Key function 1 : Channel Allocation Work with Agency team to monitor agent terminations for newly orphaned policies Ensure orphan customers not successfully transferred to agents will be included in HO orphans Initiate communications to newly-orphaned customers with Agency and Customer Engagement team Monitor feedback to nurturing communications Route feedback to related department Create periodic reporting regarding the number of orphans Profile orphans based on engagement x propensity to purchase scoring Assist orphans who are interested for re-purchase to agent assignment and introduction to a new agent Key function 2 : Customer Management Monitor fulfillment of policy requests Identify policies with pending requirements on their requested transactions and initiate communications Provide guidance to complete policy requests requirements Assess orphan engagement in our digital services Work with Customer Engagement team for nurturing communications Monitor orphan engagement regarding planned nurturing communications Create periodic reporting regarding activities monitored fulfillment of policy requests, engagement in digital services and nurturing communications Key function 3 : Customer Retention Monitor payments of orphaned policies Initiate call out reminders for policies under near lapse on top of the standard notices and SMS Assist in coordinating ADA / ACA enrollment requirements Offer to convert to auto / recurring payments Monitor lapsed policies of orphan customers and initiate communications to revive the policies Analyze options to revive lapse policies Assist orphans to complete process for reinstatement (if needed) Monitor orphan complaints and assist in closure Provide periodic reporting regarding policy payments, lapsation and reinstatement and complaints Key function 3 : Customer Benefits & Claims Monitor fulfillment / nonfulfillment of requested benefits (claims, surrenders, redemptions, policy loans) Identify policies with pending requirements on their requested benefits and initiate communications Provide guidance to complete policy requests requirements Reach out orphans without disbursement options Monitor receipt of scheduled benefits and reach out to customers if benefits are not claimed Check if orphans has any benefits not claimed from prior years (re : suspense management) Monitor open clarifications regarding policy benefits and assist in closure Provide periodic reporting regarding requested and scheduled benefits, disbursements and related clarifications from Orphans Key function 4 : Performs other responsibilities & duties periodically assigned by supervisor in order to meet operational and / or other requirements.

Keeps abreast with relevant trends in innovation and quality to provide consistent care for customers. Works with customer life cycle management teams to ensure re-engagement of every orphaned client.

  • Looks for continuous improvement to reach preferred brand level of service MINIMUM REQUIREMENTS : Educational Graduate of any College course Experience 4-5 years of experience in Insurance Operations preferably with LOMA designation or passed the 1st level of LOMA Certification;
  • Proficiency in various system of the company such as but not limited to : Lifelines, TIPS, Eistream & Rapid; Special skills Good verbal & written communication skills & proficiency various MS Office Software & applications such as but not limited to : MS Word, MS Excel & MS Powerpoint;
  • Build a career with us as we help our customers and the community live healthier, longer, better lives. 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.

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