Enhance member satisfaction by resolving Vitality inquiries across channels

Vitality Service Representative

As a Vitality Service Representative, you play an important role in helping AIA members, partners, and advisers get the most from their AIA Vitality experience. Working within the Vitality Services team, you deliver responsive, personalised support across multiple channels, taking ownership of enquiries and guiding them through to resolution. Your work helps build trust, strengthen customer loyalty, and contribute to member retention, while creating positive experiences that reflect AIA's purpose of helping people live Healthier, Longer, Better Lives. This is a great opportunity to develop your customer service expertise, build strong stakeholder relationships, and grow your knowledge of AIA's products, systems, and services.

Your Impact

  • Deliver outstanding service by resolving member, partner, and adviser enquiries efficiently and with care
  • Build strong customer loyalty through positive interactions that enhance the AIA Vitality experience
  • Take ownership of enquiries from initial contact through to resolution, coordinating with internal teams to achieve timely outcomes
  • Communicate accurate information across phone, email, and other service channels to support customer confidence and understanding
  • Identify opportunities to support retention and business growth by recognising customer needs and referring potential leads
  • Contribute to continuous improvement by sharing ideas that enhance service quality, efficiency, and customer outcomes

Your Capabilities

  • You bring customer service experience and a genuine commitment to creating positive outcomes for customers and stakeholders
  • You have strong listening and communication skills, enabling you to understand needs, provide clear information, and build trust
  • You have attention to detail and take pride in delivering accurate, high-quality work while managing multiple requests
  • You bring sound judgement and problem-solving skills, confidently making decisions within guidelines and seeking solutions to customer enquiries
  • You have resilience and adaptability, maintaining a positive approach through changing priorities and busy periods
  • You may also have experience in a contact centre, financial services environment, or an understanding of AIA Vitality and its benefits for members and partners
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