AI-generated summary
- Decide complex medical risks, handle appeals/escalations and meet SLAs using virtual/AI tools.
- Purpose-led insurer helping millions live healthier lives across Asia.
- Lead technical decisions, coach specialists and shape AI underwriting. Impact!
Undisclosed
Putrajaya, MY-AIA Shared Services Malaysia, Kuala Lumpur
Job Description
Transform insights into action and impact.
At AIA, your skills, perspective and ideas can help us protect customers, balance risk and opportunity, and contribute to our Purpose of helping millions of people live Healthier, Longer, Better Lives. Across our diverse markets, you will take on real-world challenges, collaborate with talented colleagues and bring together data, technical expertise and commercial understanding to strengthen customer solutions and support sustainable growth.
Join us to shape better decisions, grow through new experiences and extend your impact across Asia.
About the Role
To provide high‑level technical underwriting expertise by managing complex and high‑risk medical assessments, appeals, and escalations, while supporting underwriting and issuance operations across engagement channels (including Virtual Appointments, Live Chat, and Callback) and leveraging digital and AI‑enabled tools to enhance productivity, quality, and customer experience within agreed Service Level Agreements (SLAs) and a multi‑skilled operating model.
Underwriting & Service Operations (70%)
- Process and underwrite assigned cases in accordance with approved underwriting guidelines and SOPs, based on direction from the immediate supervisor or manager.
- Exercise independent underwriting judgement within delegated authority limits for complex and high‑risk medical cases (+150% extra mortality and above), including handling appeals and complaint‑related underwriting assessments.
- Act as counter‑signatory and quality gatekeeper for complex cases, ensuring sound judgement, consistency, and audit‑defensible decisions.
- Review cases completed by Specialists and below provides technical feedback, and act as escalation point for complex medical assessments.
- Provide expert technical guidance and coaching to Specialists and below on underwriting interpretation, risk assessment, and decision rationale.
- Support underwriting guideline refinement, risk standardization initiatives, and contribute to the development and validation of AI‑enabled underwriting logic and decision‑support tools.
Business Support (30%)
- Perform reasonable ad‑hoc duties aligned with underwriting operations, service delivery, quality improvement, or business continuity needs, including performing other responsibilities and duties periodically assigned by the immediate supervisor or manager to meet business requirements.
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.
Job Requirements
Company Benefits
Wellbeing support
We offer a range of wellbeing tools and programmes to help you think well, feel well, plan well and live well.
Opportunities for career growth
With our diverse up-skilling, mentorship, job mobility and career experiences, we will help shape your career, your way.
Diverse team culture
It's our differences that make us better together. We empower you to be your best and make a difference in your own unique ways.
Additional Info
Company Activity
Last active - few hours ago
Experience Level
0 - 10 Years of Experience
Company Profile
