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Senior Associate / Associate, Customer Service


Date: May 16, 2019

Location: Hong Kong, HK

Company: AIA Careers

Job Summary

Meet or exceed the client retention and service-to-sales targets, key performance benchmarks, as well as compliance and customer service standards


Roles and Responsibilities

Provide Customer Service and Administration Services to the assigned portfolio

  • Responsible for the overall customer services and daily operations for assigned portfolio/distribution channel
  • Prepare presentation materials and member communication materials and conduct client visits, presentations and members’ briefings, if required for retention or sales purposes
  • Provide one-stop administration service to clients including enrolment, contribution, termination, record maintenance, regulatory filing, issuing of client reports etc and responding to client/intermediary’s enquiries and complaints in a timely manner
  • Provide servicing support to assigned distribution channel e.g. brokers/agents/bank alliances on client related issues

Client Retention and Service-to-sales

  • Perform client retention and service-to-sales activities such as up-selling retail products/promoting our client retention programs etc

Administrative Procedures Review

  • Assist to review and update administration procedures

Other Responsibilities

  • Perform any other duties and projects as assigned


Job Requirements

  • University graduate with minimum 2 years customer services/operations experience
  • Good knowledge on MPF/ORSO retirement schemes and investment products
  • Self-motivated and customer orientated
  • Detail oriented
  • Must be a team player
  • Good communication and interpersonal skills
  • Outgoing personality with good presentation skills
  • Good time management and organization skills
  • Good staff coaching skills
  • Good PC skills
  • Proficient in both spoken and written Chinese and English



We offer an attractive remuneration package to the successful candidate.  Please submit your application by clicking “Apply Now” for our processing.


All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.

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