AIA Group Limited

Senior Counter Service Representative, Premium Collection

AIA Group Limited
Full Time
Intermediate (3-6 years)
Higher Diploma / Foundation Year / Associate Degree
English, Mandarin (Putonghua)

Job Description

Senior Counter Service Representative, Premium Collection

Location: Kowloon, HK

Job Summary:


Delivery of accuracy and timeliness in application of procedures and tasks for Premium Collection Office



Roles and Responsibilities:


Counter Service Operations

Assist to supevise & maintain day-to-day counter service operations in order to ensure smooth running of daily routines and adherence to company payment guidelines

  • Provide accurate and efficient premium collection services to policyholders and agents
  • Conduct customer survey to policyholders / agents
  • Provide attentive services to both internal customers and HK / PRC customers
  • Collect premium and deposit properly, and issue receipts to policyholders / agents correctly
  • Maintain proper files and records of premium collection
  • Check cash receipt vouchers prepared by Counter Service Representative
  • Perform reconciliation to ensure the accuracy of daily collection
  • Handle customer & agent complaints that escalate all cases with PII issues to Manager


Payment Enquiry Handling

Handle payment enquires properly in order to enhance customer experience & to be customer centric

  • Answer & handle premium collection hotline enquiries from agencies
  • Answer & handle payment enquiries from policyholders and agents at Operation Service / Customer Service and PRC Centres


Other Responsibility

  • Support and participate all assigned ad-hoc projects or tasks assigned by superior in order to meet operational and / or other requirements



Job Requirements:


  • High school graduate, plus 5 years’ working experience in banking / insurance industry or
  • High Diploma / University graduate, plus 1 year working experience in banking / insurance industry
  • Good command of spoken English and fluent Mandarin
  • Thorough knowledge in premium collection cycle or policy service
  • Strong interpersonal and communication skills
  • Strong customer service mindset
  • Good problem solving skill


Candidates with more experience will be considered as Team Leader, Counter Services.


We offer an attractive remuneration package to the successful candidate.  Please submit your application by clicking “Apply Now” for our processing.


All personal information provided by applicant will be treated in strict confidence and used solely for recruitment purposes.  The personal information will be used strictly in accordance with AIA’s personal data policies, a copy of which will be provided upon request.  It is possible that information about the applicant or the applicant’s application will be shared with AIA and its related companies.  AIA will retain all applications for a period of up to 24 months after which the documents will be destroyed.


Technical Skills

  • Complaint Handling
  • Customer Service
  • Filing
  • Reconciliations
  • Surveying