Senior Premium Relationship Representative

BE THE DIFFERENCE

At AIA we don't simply believe in being 'the best'. We believe in better – because there's no limit to how far 'better' can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

The opportunity:

We have an opportunity available in either Perth or Sydney for a Senior Premium Relationship Representative to join our team. The Premium Relationship team are dedicated to supporting our key Financial Adviser practices at AIA Australia.

As a Senior Premium Relationship Representative, you will be responsible for supporting our Premium Relationship Representatives within the Retail Pod structure and assisting with day-to-day activities within their Pod. Together with the Premium Relationship Team Manager you will set clear expectations and objectives around new business sales, in force management, retention, AIA Vitality engagement and process improvements.

The Senior Premium Relationship Representative will also support key national accounts with the intention of using different models of service that can be trialed and transitioned to the wider Premium Service team.

To do this successfully you will:

• Ensure that all KPI's including productivity and internal quality and risk measures are met across Life, Health and AIA Vitality
• Utilise coaching concepts and methodologies and apply these when coaching to build service/technical skills for the Premium Relationship and Account
• Understand intra-day management of workflows and be available to support Premium Relationship Representatives on problem solving and escalation requests
• Run weekly huddles and update the full Premium Service Team on latest process updates, remediations and projects
• Assist with Premium & Account Service Onboarding Program for new starters both External & Internal hires
• Assist the Premium Relationship Team Manager to report on performance metrics to better understand areas on opportunity within the Premium Service Team
• Retention support based on activity from advisers as a part of our Premium Service offering. Including the proactive weekly management of lapse propensity reporting, for both panel, Premium Service advisers and / or as instructed
• Lead and influence a culture of continuous improvement across the broad Premium and Account Service Team

Successful applications will demonstrate:

• Prior Risk Insurance experience with a strong focus on compliance and quality is highly regarded
• Demonstrated ability working in high volume, fast paced Customer Service/Contact Centre environment
• Proven experience working with Financial Advisers and Financial Practice staff
• Excellent communication skills both written and verbal
• Well-developed rapport building and customer engagement skills
• Exceptional organisational and time management skills
• Strong work ethic with a high level of personal accountability

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 arrangement

At AIA Australia, we're proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by Lots of companies like to say they're different. What makes us truly different at AIA, is the difference we make in people's lives. We are proud that this difference has been recognised in the 2024 ANZIIF awards by being named Life Insurance Company of the Year.

AIA is different. Are you?

If you want to be part of an organisation that helps people live better every single day, apply via the link.