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Client Contact Representative

AIA - Brisbane Grove, NSW

Any Industry
Source: uWorkin


To make a difference, you need to be different. We rely on the diversity of our people to help us find new ways to create healthy change in people’s lives. Our dream is to help people live Healthier, Longer, Better Lives by encouraging them to make positive lifestyle changes one step at a time. Do you like doing things differently? Do you want to make a difference in people’s lives? If so, then we want to hear from you.

The opportunity:

To receive inbound calls and/or make outbound update calls to Insurance Claims clients and members within the agreed turnaround times and in accordance with our business operating protocols, and in doing so provide a quality customer experience to our clients.

To do this successfully you will:

  • Provide expertise in dealing with any Group Insurance Claims client and members with telephonic enquiries within the agreed turnaround times and in accordance with agreed quality standards.
  • Provide regular outbound communication to clients and members within agreed timeframes and in accordance with agreed quality standards.
  • Investigate and resolve disputes related to expectations of the client or member versus the reality of our business practice and our data
  • Respond to general enquiries received via Group Claims email address or other internal email accounts established with the teams within the agreed turnaround time set by the Team Leader
  • Based on the nature of the phone call, providing both written and verbal follow ups to clients, stakeholders and third parties and referring back to Group Claims contact points (i.e. Claims Assessors) where appropriate.
  • Provide regular feedback to the Team Leader, based on findings or nature of phone queries, to assist in the ongoing development and growth of team members within the Group Claims Department.
  • Assist in providing data for call trend analysis and qualitative reporting in order to support continuous process improvement.
  • Responsible for identifying, understanding and complying with relevant compliance requirements applicable to the position. Obligation, if become aware of a breach, or potential breach, to report to their manager and/or the compliance team.
  • Perform other administration tasks or responsibilities as assigned from time to time by management.
  • Provide additional support and technical knowledge to the agents within Call Centre.

Successful applications will demonstrate:

  • ​Experience within call center, insurance or related industry
  • Exceptional verbal communication skills and good written skills.
  • High attention to detail to ensure accuracy of all tasks
  • Strong customer service focus and interpersonal skills
  • Good computer skills including Word, Outlook and Excel
  • Ability to work under pressure and meet targets and timeframes
  • Ability to understand problems and identify solutions

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

  • Access our training and development to build on your current skills
  • Career development through internal mobility opportunities
  • Work for a business helping millions of Australians and make a difference to someone’s life everyday
  • Access additional leave days a year to recharge and refresh yourself
  • Enjoy wonderful Health and Wellbeing initiatives that support you
  • Work with supportive and inclusive managers
  • Flexible working arrangements

Applications close on Friday, 25 June

Recruitment Agencies: Our Talent team does not require any recruitment agency support.

Interested Candidates: Apply using the ‘Apply’ button. No emailed applications accepted. For general enquiries only, contact:


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.