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 are currently sourcing Customer Service Consultants to join our team in Sydney Olympic Park to commence on Monday, 10th August 2026. Interviews will be conducted from Monday, 27th July 2026 - Tuesday, 28th July 2026.
As a Customer Service Consultant at AIA, you'll have the opportunity to make a real difference in people's lives. You'll be the first point of contact for our customers, providing them with the support and guidance they need when they need it most.
Through our structured training and development plan, you’ll become an expert on AIA's products and services, helping customers to make informed decisions about their insurance needs and providing them with peace of mind.
Day to day you will:
- Providing expertise in dealing with any Group Claims client and members with telephonic enquiries within the agreed turnaround times and in accordance with agreed quality standards.
- Providing regular outbound communication to clients and members within agreed timeframes and in accordance with agreed quality standards.
- Investigating and resolving disputes related to expectations of the client or member versus the reality of our business practice and our data
- Responding 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.
Our commitment to work-life balance is reflected in our hybrid work model, which offers flexibility through two days of remote work and three days of in-office collaboration (Monday - Wednesday) after an initial classroom-based training and buddy program.
As a customer-focused individual, you’ll be passionate about delivering exceptional customer service outcomes that leave a positive and lasting impression. In addition, you will have:
- Previous experience in a customer facing role; this could have been gained in retail, hospitality, telco etc.
- A keen attention to detail and robust administration skills
- Flexibility and adaptability to thrive in a fast-paced environment
- Excellent verbal and written communication skills
- Ability to problem solve and a solution focused approach
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
AIA is different. Are you?
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📌 Customer Service Consultant - Claims (City of Parramatta Council)
🏢 AIA Australia
📍 City of Parramatta Council
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