Customer Contact, Analyst

At AIA we've started an exciting movement to create a healthier, more sustainable future for everyone.

Sound like you Then read on.

About the Role

This role will be responsible for contacting customers to collect outstanding payments, resolving billing issues, and negotiating payment plans. This role requires excellent communication skills, a strong understanding of financial processes, and the ability to handle sensitive information with discretion.

Key Responsibilities:

• Contact customers via phone to collect outstanding payments.
• Negotiate payment plans and terms with customers.
• Resolve billing issues and discrepancies.
• Maintain accurate records of customer interactions and transactions.
• Follow up on payment commitments and ensure timely resolution.
• Collaborate with internal departments to address customer concerns.
• Adhere to company policies and procedures regarding collections.
• Provide exceptional customer service and maintain a professional demeanor.
• Liaise effectively with other members of the Call Centre, other departments, and business partners to resolve inquiries and requests, where applicable.
• Coordinate closely with unit leaders and management in managing individual call time and volume (i.e., AUX, ACW) and act appropriately to achieve service targets.
• Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
• Perform other responsibilities and duties periodically assigned by the supervisor to meet operational and/or other requirements.

Minimum Job Requirements

• Education - Diploma, Degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience - Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient and friendly attitude.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.