Vitality Member Services Representative

The Vitality Member Service Representative is to provide a superior level of service to all members, advisers, and external stakeholders, within the agreed turnaround times and in accordance with our business operating principles.

The Vitality Member Service team helps to educate the customer and advisers on general Vitality information as well as be the first point of contact for all general enquiries about the program.
- Investigation and resolution to any member complaint pertaining to expectations of the client versus the reality of our product rules, business practice and our data and being able to clearly communicate decisions to any parties impacted.
- Proactively outbound call AIA Vitality members to educate, promote and drive engagement in the program to assist in meeting aggressive business targets.
- Going above and beyond in problem resolution to ensure customers further engagement in the wider AIA Vitality program and ensuring their knowledge of all benefits and rewards.
- Provide feedback on customer trends to wider team when identified in order to share consistent issue and resolution knowledge.
- Identify and provide feedback on any area where process improvement could be beneficial or updates are required, including knowledge management system.
- Ensure that all KPI's, including productivity and internal quality measures are met.
- To work from the perspective of the customer/client. Focus on customer needs; work to engage the customer; build and sustain productive customer relationships and loyalty.
- Consistently display behaviours that encourage productive working relationships and a strong performance culture.
- To productively work, support and maintain effectiveness of self and others whilst working in an ever-changing business environment. This may also involve working independently to keep up to date with Legislative and compliance issues.
- To undertake training to meet & maintain business, industry and legislative minimum standards appropriate for the role.
- Pro-active development of skills to perform current duties competently and for future career progression. Active participation in performance feedback and career development.
- Ensuring that all customers' requests are actioned within service levels and within agreed quality and efficiency benchmarks
- Improving the Customer Experience Survey Score through the professional handling of customer and adviser telephone enquiries and product administration
- Actively participating in team meetings and the Performance, Feedback and Review Process, including initiating and driving development plans

''Performs other responsibilities and duties periodically assigned by Leader to meet reasonable operational and/or other requirements"

The Vitality Member Service Representative is to provide a superior level of service to all members, advisers, and external stakeholders, within the agreed turnaround times and in accordance with our business operating principles.

The Vitality Member Service team helps to educate the customer and advisers on general Vitality information as well as be the first point of contact for all general enquiries about the program.
- Investigation and resolution to any member complaint pertaining to expectations of the client versus the reality of our product rules, business practice and our data and being able to clearly communicate decisions to any parties impacted.
- Proactively outbound call AIA Vitality members to educate, promote and drive engagement in the program to assist in meeting aggressive business targets.
- Going above and beyond in problem resolution to ensure customers further engagement in the wider AIA Vitality program and ensuring their knowledge of all benefits and rewards.
- Provide feedback on customer trends to wider team when identified in order to share consistent issue and resolution knowledge.
- Identify and provide feedback on any area where process improvement could be beneficial or updates are required, including knowledge management system.
- Ensure that all KPI's, including productivity and internal quality measures are met.
- To work from the perspective of the customer/client. Focus on customer needs; work to engage the customer; build and sustain productive customer relationships and loyalty.
- Consistently display behaviours that encourage productive working relationships and a strong performance culture.
- To productively work, support and maintain effectiveness of self and others whilst working in an ever-changing business environment. This may also involve working independently to keep up to date with Legislative and compliance issues.
- To undertake training to meet & maintain business, industry and legislative minimum standards appropriate for the role.
- Pro-active development of skills to perform current duties competently and for future career progression. Active participation in performance feedback and career development.
- Ensuring that all customers' re