Customer Service Analyst

Find Your 'Better' At AIA

We don't simply believe in being 'The Best'. We believe in better - because there's no limit to how far 'better' can take us. We believe in empowering every one of our people to find their 'better' - in the work they do, the career they build, the life they live and the difference they make. So that together we can support even more people - including our own - to live Healthier, Longer, Better Lives. If you believe in better, we'd love to hear from you.

About The Role

The position is responsible for end-to-end customer and distribution inquiry, request and issue resolution/customer feedback, directed towards delighting the customer or recovering the business, to meet the organization's customer experience targets. This includes the following:

• End-to-end customer servicing functions, from courteous reception in CSC, assessment of requirements in accordance to process and guidelines, FCR and Non-FCR processing and cashiering functions across AIA PH entities within service standards and prescribed limits of authority, to following-up and cleaning-up of pending items in CRM system, and Head Office counterparts.
• Strict compliance in scanning and record-keeping, transmittal, and general filing policies, including check monitoring (e.g. stale checks) and vis-à-vis upkeep of physical space in alignment with AIA brand vision.
• Attendance in training and successful (i.e. passed) certifications / audit.
• Execution of initiatives related to improving customer servicing such as referral programs for re-sell, contact information update, push for new services facilities, adoption for digital platforms, and conservation.
• As a mobile CSA, additional tasks include reassignment to any CSC office within Manila at any given day, to provide servicing and/or cashier reliever/support functions, attending agency and customer meetings, performing customer call outs, and distribution training on scheduled aftersales CSC clinics.

Role And Responsibilities

Delivers the Desired Customer Experience through customer servicing functions

• Handles customer requests received related policy owner servicing, reinstatement & policy amendments, claims and policy benefits, new business, or any other customer concern.
• Approves, defers, declines, and processes cases. Empowered to take actions and solve problems within given authority.
• Handles complex issues by analyzing said problems and providing recommendations to immediate supervisor for decisions, if beyond authority. Refers cases to the approving authority, and monitors / expedites cases until final resolution.
• Adheres to the customer level standards and KPI's of the organization (e.g. CSAT, ageing, real-time customer feedback, etc.), and are equipped to provide best-in-class end-to-end resolution of issues / customer experience, e.g. ensuring proper attendance and staffing, securing facts for thorough investigations, etc.
• Handles complaint including preparation of cases, simple analysis, and recommendation/solution if complaint is beyond authority.
• Can communicate to distributors and other internal/external customers by phone or email using the standard script on the resolution of the case.
• Able to perform call outs and must always observe telephone etiquettes.
• Provides immediate assistance on inquiry, request and complaint of clients
• Provides proper and timely response to issues presented by clients.
• Identify and escalate issues to other Business Units as necessary and monitor resolution.
• Ensure that resolution is in accordance with the company's procedures, equitable both for the client and stakeholders and in compliance with all relevant regulatory guidelines. Must observe confidentiality of information at all times.
• Implements service recovery programs to pacify irate or unsatisfied customers
• Be able to conserve, by providing various option to policyholders to keep the business. Performs end-to-end cashiering function, if granted authority
• Handles payments in the Online Tellering System by customers in accordance with the policies, systems, procedures, and directives issued by Treasury. Ensures prompt and accurate encoding of payment particulars, policy and non-policy data required by the system
• Conducts closing and end-of-day balancing of collections and disbursements which include accounting of checks and other deposit items, official receipts, vouchers and other supporting documents, generation of daily collection reports, and closing of cashier's batch. Promptly investigates and account for differences in actual collection count versus the daily collection report (DCR), or as noted by Treasury in collection exception reports
• Handles deposit of check collections in accordance with the procedures and arrangements prescribed by Treasury. Ensures that all collections are deposited intact, DCR supporting documents are assembled and filed according to guidelines.
• Takes custody and ensures the safekeeping and security at all client checks, credit card charge slips, benefit checks, used and unused official receipts, ATR's, POS, and other accountable forms, systems, and equipment. Submits to the immediate supervisor Incident Reports and other required reports that will elevate exceptions and risks. Ensures strict compliance in scanning and record-keeping, transmittal and general filing policies, including check monitoring (e.g. stale checks), daily collection reports, ATR handling, etc.
• Attends to correspondence received and reports required in the conduct of operation
• Conducts diligent recording of each case via CRM system and / or records-keeping guideline
• Ensures that all checks delivered to the site are claimed by the authorized personnel to receive with proper transmittal and supporting documents and return all else for reversal to Treasury after 60 days
• Ensures upkeep of physical space in alignment with AIA / Philam brand vision
• Ensures that branch is compliant to regulatory and local government requirements, e.g. business permit, DOLE etc.
• Attends training and certifications / audit, as required in the role. Executes initiatives related to improving customer servicing such as referral programs for re-sell or distribution recruitment, contact information update, push for new services facilities, adoption for digital platforms, and conservation. Creates a customer-centric culture by defining, implementing, and modeling an environment conducive to fostering the 'customer first' approach, especially in making strategic decisions. As a mobile CSA, additional tasks include reassignment to any CSC office within Manila at any given day, to provide servicing and/or cashier reliever/support functions, attending agency and customer meetings, performing customer call outs, and distribution training on scheduled aftersales CSC clinics
• Performs such other duties that may be assigned by the immediate supervisor from time to time to support operational efficiencies in the branch like the following, but not limited to:

• Same-Day Claims handling in the branch
• Clean-up activity in support for other business units in Operations
• Perform regular quality checking/assessment of CSC transactions
• Facilitates/conducts learning sessions/meetings with agency partners
• Generate regular weekly reports & provide analysis and recommendations for improvement
• Other tasks as necessary

Minimum Job Requirements

• Education – Graduate of a degree in Business Administration, Economics, or any related field
• Experience – At least 2 years of relevant work experience focused on customer care / customer touchpoints, e.g. call center or branch servicing.
• Must be certified by previous employer as not having been involved in any illegal activity or any violation involving integrity.
• In-depth knowledge and experience of life insurance, an advantage
• Excellent strategic, leadership, analytical skills, problem solving skills, oral and written communication skills.
• Proactive and flexible, with willingness to take an "all hands-on deck" approach, and readiness to accept any location reassignment.

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.