PD Business Support, Specialist

Banca Business Support Officer

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

The Banca Business Support Officer is responsible for providing end-to-end sales, operational, and servicing support to Bancassurance sales teams and bank partners. The role ensures timely processing of new business, effective issue resolution, accurate reporting, and high service standards for both Conventional and Takaful products, contributing to the achievement of division target plans and customer satisfaction.

Business & Sales Support

• Deliver end-to-end sales and operational support to AIA and Public Bank (PBB) sales teams to enable the achievement of business objectives.
• Proactively follow up on all incomplete submissions and outstanding documentation to ensure timely completion of requirements and prevent processing delays.
• Work closely with New Business and POS departments to ensure end to end case processing is smooth, accurate, and completed within the required turnaround time (TAT).
• Monitor, track, and follow up proactively on all deferment cases from the point of identification until full resolution. This includes ensuring timely updates from relevant departments or stakeholders, maintaining accurate case status records, escalating delays or issues where necessary, and coordinating with Sales, Operations, and other support teams to ensure each case is processed within the required turnaround time (TAT).
• Liaise closely with Sales Teams and Bankers on all sales support matters and outstanding items.
• Attend to customer and bank partner enquiries and complaints in a timely and professional manner.
• Identify, investigate, and resolve recurring operational issues within the scope of delegated authority by analyzing root causes, coordinating with relevant stakeholders, and implementing timely corrective actions. Ensure that all issues are addressed in accordance with established policies, service standards, and governance requirements
• Resolve disputes and complaints from bank partners and customers within authority limits. This includes conducting thorough case reviews, verifying documentation, liaising with relevant internal departments to gather facts, and providing timely and accurate resolutions in line with company policies, service standards, and regulatory expectations.

1C1C Call Management

• Conduct 1Customer1Call (1C1C - Pre-Issuance Call) for premium with ANP RM50k and above. To coordinate with Sales Teams to ensure closure on escalated cases within agreed turnaround times.

Front-End Service Support

• Enquiries Handling: Attend to enquiries escalated by Sales Teams and Financial Executives (FEs), responding within the same day or no later than two (2) working days.
• Complaints Handling: Upon receipt of sales-related complaints from customers, escalate cases to Head Office or superior within one (1) working day for investigation and resolution.

Back-End Service Support

• Reporting: Compile and submit daily/Weekly/Monthly reporting.
• Servicing request Support:
  • Attend to enquiries escalated by Sales Teams and Financial Executives (FEs), responding within the same day or no later than two (2) working days.
  • Support Sales Teams in managing and following up on cancellation, cooling off, surrender, and payment requests across all Banca products.
  • Coordinate with relevant processing teams to expedite and resolve servicing issues.
• Claims Support: Assist with claims-related enquiries and follow up on outstanding claims with the Claims Department to ensure responses are provided within established turnaround times.
• Ad-hoc Projects: Execute ad-hoc projects and assignments delegated by superiors within agreed deadlines.

Job Requirements:

• Bachelor's degree from a reputable university.
• Minimum of 4 years of working experience in a life insurance company, preferably in sales support, sales distribution, customer service, or administrative functions.
• Excellent command of English and Bahasa Malaysia, both written and verbal. Proficiency in Mandarin (written and verbal) will be an added advantage.
• Proficient in Microsoft Office applications, particularly Microsoft Word and Excel.
• Strong people management and analytical skills.
• High level of attention to detail with the ability to handle large volumes of cases effectively.
• Strong communication skills, including the ability to manage and resolve customer inquiries or complaints professionally.
• Able to work independently with minimal supervision and demonstrate strong customer orientation.
• Solid problem-solving and decision-making abilities within assigned authority limits.

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.