Executive ID-6602

January 10, 2025

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive, diverse team, and we are passionate about helping our colleagues and clients succeed.

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What the day will look like

Handle end-to-end administration of clients’ employee benefits programme and provide helpdesk supports on phone calls, webchats and emails for their Japanese employees. Japanese language proficiency in speaking, reading and writing is required.

Employee Contact Centre

Provide helpdesk support on phone calls, webchats and emails for clients’ Japanese employees relating to their benefits as provided on our online benefits Portal
Assist and guide employees on the usage of the online benefits Portal such as benefits enrolment and e-Claims submission
Ensure that employee cases are managed and addressed promptly, keeping and managing all cases organized
Maintain helpdesk roster and update dashboard to report and measure key performance indicators on calls, webchats and emails management

Claims and Benefits Administration

Adjudication of clients’ non-insured benefits claim in accordance with the agreed rules and stipulated turnarounds
Ensure the accuracy in processing clients data loaded on Aon’s benefit portal and timely processing of employees’ enrolments
Ensure timely processing of the reports (payroll/vendor) are provided per agreed timeline
Maintain and update internal SOP and other Administration documents
Maintain all benefit documentations and ensure all information are kept up to date from time to time
Ensure prompt follow-up with the employees on their outstanding non-insured claims till closure

Other Areas

Assist Client Team Leader in managing operational aspects of client helpdesk
Assist in driving client conversations with client for ongoing connects.
Collaborate with cross-functional teams to implement system enhancements related to calls, webchats and emails management where applicable
Perform troubleshooting on any technical issue surfaced on the benefits portal encountered by internal or external parties as the 1st level support before escalating to the technical teams
Localize and translate documentations and communications from English to Japanese and vice versa
Perform internal acceptance testing and assist with client/user acceptance testing on portal changes where applicable
Assume duties assigned from time to time by reporting manager

Skills and experience that will lead to success

University degree or Diploma from a recognized university or polytechnic
At least 2 years of customer support and administration experience
Prior working knowledge of Employee Benefits (Insurance and Flexible benefits) an advantage
High proficiency in Japanese and English languages; Able to read, write and speak fluent Japanese and English as this role requires the person to support Japanese clients.
Provide clear, pleasant and courteous verbal & written communication with proper use of grammar, tone, and pronunciation in Japanese & English
Demonstrated ability to multi-task, work in team settings, and work independently when required
Collaborative, team player with ability to work to high standards
Strong interpersonal, communication, and computer application skills.
Experience using Microsoft suite including Word, Excel, Outlook, Power Point etc

Executive ID-6602

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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Other Jobs You May Be Interested In

Executive ID-6602

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

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