At AIA we’ve started an exciting movement to create a healthier, more sustainable future for everyone.

It’s about finding new ways to not only better people's lives, but to better the communities and environments we live in. Encompassing our ambition of helping a billion people live Healthier, Longer, Better Lives by 2030.

And to get there, we need ambitious people who believe in playing an important part in shaping that future. People seeking unmatched career and personal growth opportunities, who are driven to work with, and learn from some of the most inspiring and supportive leaders in the business.

Sound like you? Then read on.

About the Role

岗位名称：专员/高级专员，消费者权益保护客服消保咨诉

岗位职责：

1、消费者咨询与诉求响应

负责多渠道（包括电话热线、来信来访、监管转办及第三方平台）消费者咨询与投诉的接收、登记、初步研判、跟进处理。确保所有诉求“件件有记录、事事有回应”，严格遵循首问负责制与时限管理要求，在规定时限内完成响应、受理、反馈全流程闭环。

 

2、投诉处理与纠纷化解

依据友邦人寿总公司及北京分公司各项制度要求，独立或协同业务条线开展投诉调查、事实核实、责任认定与解决方案拟定。对复杂、疑难、群体性或涉重大舆情风险投诉，及时提级上报并配合开展跨部门协同处置；对已达成和解的投诉，规范归档结案材料，确保全过程可追溯、可复盘、可审计。

 

3、消保合规执行与过程管控

在日常工作中严格落实金融消费者八项基本权利保护要求，主动识别服务流程中潜在的侵害消费者权益风险点（如信息披露不充分、销售误导等），及时提出改进建议。

 

4、信息分析与支持赋能

视情况定期汇总投诉数据，提炼趋势性、苗头性问题，向管理层及相关部门提供决策参考。

 

5、协同联动与能力建设

本岗位强调责任意识、合规意识与同理心并重，具备良好的文字表达与逻辑分析能力，坚守职业操守，严守客户信息保密义务，在维护消费者合法权益的同时，助力公司高质量可持续发展。

 

6、为了满足业务需求，主管分配的其他临时性任务

岗位要求：

1、保险、经济、管理、法律等相关专业本科或以上学历。

2、2年以上工作经验，客户服务相关经历优先考虑。

3、性格开朗，具有良好的沟通协调能力、敏锐的洞察力。

4、具有较好的文字及语言表达能力。

5、具有较强的心理素质及自我心理调节能力，抗压能力强。

Build a career with us as we help our customers and the community live Healthier, Longer, Better Lives.

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.