AIA
Financial Services
专员，消保咨诉岗
Neural analysis suggests this role is
optimal for Mid+ candidates.
“专员，消保咨诉岗 at AIA. Skills: Consumer protection, Complaint handling, Risk management. Assist in implementing consumer protection work. Promote consumer protection risk alerts and rectification”
What You'll Achieve.
Protect consumer legal rights; Enhance customer service experience; Enhance company brand image
Industry & Context.
Problem identification; Risk identification; Risk warning; Risk disposal; Complaint resolution; Root cause analysis
What They're Looking For.
Must Have
5+ years relevant experience, University degree or above
What You'll Do.
Assist in implementing consumer protection work
Promote consumer protection risk alerts and rectification
Conduct consumer protection publicity and training
Handle customer complaints promptly and properly
Prevent escalation of conflicts
Ensure implementation of main responsibilities
Resolve conflicts internally
Report problems promptly
Identify and warn systemic risks
Assist in risk disposal
Handle complex complaint cases
Handle regulatory referrals
Communicate and cooperate with regulatory departments
Handle emergency incidents through cross-departmental cooperation
Optimize and improve complaint service processes
Implement root cause analysis and rectification measures
Protect consumer legal rights
Enhance customer service experience
Enhance company brand image
Conduct business skills training for colleagues
Improve complex case handling capabilities
Handle other tasks assigned by supervisor
How You'll Work.
Team & Collaboration
Cross-departmental cooperation
Full Job Description
**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 to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business._ **Sound like you? Then read on.** **About the Role** 专员，消保咨诉岗 * 协助落实本机构的消费者权益保护工作，包括但不限于消保审查，消保风险提示及整改推进，消保宣传与培训工作等，支持消保工作的高效落地 * 落实机构内咨诉服务工作，及时妥善处理客户咨诉案件，避免矛盾升级，确保主体责任的落实和矛盾在机构内部得以化解 * 发现问题及时上报，及早做好系统性风险的识别和预警，协助进行风险处置 * 承担疑难案件的解决和监管转办等各类复杂投诉案件的处理工作，与保监会、行业协会等监管部门做好沟通协作；通过跨部门合作，有效妥善处理紧急突发事件 * 落实咨诉服务流程优化与完善工作及溯源整改具体举措，保护消费者合法权益，提升客户服务体验与公司品牌形象 * 开展对相关同事的业务技能培训工作，提升机构对复杂案件处理的综合能力 * 上级主管交办的其他工作 岗位要求： * 大学本科或以上学历，具有5年及以上相关岗位工作经验。 * 认同公司企业文化，有大局观。 * 一定理赔及保单保全服务技能。 * 较强的团队合作意识、沟通协调能力。 * 有主动服务意识。 * 较强抗压能力，良好的心理素质。 * 一定的前瞻性与创新能力。 _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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