AI
AiaAnalyst, Client Communications
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Before you apply
LocationSingapore, SG-AIA Singapore
Typefull-time
SeniorityEntry
Company size10,000+ people
PostedOct 26, 2026 · 1w ago
Verified live1d ago
At a glanceSummarised by Seekless from the posting.
Delivers timely, accurate and customer-centric written communications across email, letters and other correspondence channels.
Handles customer enquiries, service requests and concerns.
Comfortable communicating with customers across both written and telephone channels.
Prepares clear, accurate and professional customer communications.
Ensures all correspondence is aligned with company communication standards, regulatory requirements and service guidelines.
Reviews customer enquiries and provides appropriate responses within established service standards.
Tailors communications to customer needs while maintaining consistency and accuracy.
Delivers a positive customer experience through professional, empathetic and solution-oriented communication.
Demonstrates strong ownership of customer cases and follow through to resolution.
Identifies and escalates customer issues requiring further investigation or management attention.
Handles routine and straightforward customer complaints independently.
Conducts fact-finding and gathers relevant information to facilitate complaint resolution.
Engages customers via telephone where necessary to clarify concerns, provide updates or discuss resolutions.
Escalates complex, sensitive or regulatory-related complaints to senior team members.
Start building a career with purpose.
At AIA, your perspective, curiosity and ideas can contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will learn through meaningful work, collaborate with experienced colleagues and build practical skills as you turn fresh ideas into positive outcomes and a more sustainable future for our customers and communities.
Join us to explore new possibilities, grow through real experiences and start making an impact across Asia.
About the Role
The Client Communications Analyst is responsible for delivering timely, accurate and customer-centric written communications across email, letters and other correspondence channels. The role plays a key part in maintaining a high standard of customer service, supporting positive customer outcomes and contributing to customer satisfaction performance.
in this role, you will handle customer enquiries, service requests and concerns, while working closely with internal stakeholders to ensure issues are resolved effectively and professionally. This is not a correspondence-only role and you will be engaging with customers through both written communications and telephone conversations as required to facilitate case resolution and deliver a positive customer experience. You should be comfortable communicating with customers across both channels and willing to proactively engage customers by phone when necessary.
Key Responsibilities
Customer Communications
•
Prepare clear, accurate and professional customer communications across email, letters and other written channels.
•
Ensure all correspondence is aligned with company communication standards, regulatory requirements and service guidelines.
•
Review customer enquiries and provide appropriate responses within established service standards.
•
Tailor communications to customer needs while maintaining consistency and accuracy.
Customer Service Excellence
•
Deliver a positive customer experience through professional, empathetic and solution-oriented communication.
•
Support the team’s efforts to maintain and improve customer satisfaction (CSAT) performance.
•
Demonstrate strong ownership of customer cases and follow through to resolution.
•
Identify and escalate customer issues requiring further investigation or management attention.
Complaint Handling
•
Handle routine and straightforward customer complaints independently.
•
Conduct fact-finding and gather relevant information to facilitate complaint resolution.
•
Engage customers via telephone where necessary to clarify concerns, provide updates or discuss resolutions.
•
Escalate complex, sensitive or regulatory-related complaints to senior team members.