---
title: 'Senior Customer Care Associate at AIFT'
canonical: 'https://feeny.ai/job/senior-customer-care-associate-aift-hong-kong-rk070q6thevb'
type: 'job'
last_seen: '2026-09-07'
---

# Senior Customer Care Associate at AIFT

- **Company:** AIFT
- **Location:** Hong Kong
- **Posted:** 2025-03-13
- **Last confirmed live:** 2026-09-07
- **Apply:** https://job-boards.greenhouse.io/aift/jobs/5475232004

## Job description

What you’ll be doing?

- Handle regulatory complaints, ensuring adherence to industry standards and requirements. Address escalated customer queries from all service teams in a professional manner, using tactful customer service skills to resolve issues effectively.
- Conduct quality assurance audits to monitor service performance. Provide coaching to all service teams’ members to uphold high standards of customer service.
- Collect and analyze customer feedback on dissatisfaction and complaints. Consolidate data into reports to identify trends and recommend improvements to company products and services.
- Provide support to various departments, including Customer service, Claims, Policy Administration, and Product/Project Management. Facilitate communication and collaboration to ensure smooth operations and achieve company goals.
- Handle assigned tasks and ad-hoc duties as required. Support management in coordinating team efforts, streamlining processes, and maintaining efficient operations.

Who are we looking for?

- High school certification or above, bachelor’s degree is a plus.
- 2-3 years of experience with the general insurance industry is preferred
- IIQE Paper 1 and 2 Certificates is required
- Passion for providing Customer Service (empathy, patience, friendliness, positive attitude, proactivity)
- Excellent communication in verbal and written form (Both English and Chinese)
- Excellent typing skills in both English and Traditional Chinese
- Excellent organization and time management skills
- Ability to navigate through multiple computer applications with speed and accuracy
- Ability to work independently, take direction, and prioritize accordingly
- Ability to work cross-functionally in a fast-paced environment
- Highly self-motivated, organized, and a team player
- Willingness and ability to operate in a team environment

## Why You Should Consider This Opportunity

We offer a competitive remuneration package with attractive fringe benefits, including:

- 5-day work week
- Performance bonus
- 20 days of annual leave
- Leave for birthdays, marriage, parental needs, and new pets
- Medical insurance
- A flat organizational structure
- A vibrant and energetic team
- Shift allowances
- Comprehensive training
- Flexible work-from-home options

Ready to join us? Apply now to submit your resume with date of availability and expected salary to us!

## About AIFT

## Company Overview
- **One-liner**: AIFT (Laboratory for AI-Powered Financial Technologies) is a Hong Kong-based research laboratory and innovation hub that develops AI and data science solutions to transform global financial services.
- **Entity Type**: Private (research lab with spin-off commercialization arm)
- **Headquarters**: Hong Kong Science Park, Shatin, Hong Kong
- **Founded**: Not publicly available
- **Founders**: Co-founded by City University of Hong Kong and Columbia University. Key leadership includes Prof. Houmin Yan (Director), Shi Lei (Deputy Head of Commercialization), and Antony Zhu (Head of Product & Development).

## Core Business
- **Primary industry**: Financial technology (FinTech), AI research & development, blockchain/tokenisation
- **Target customers**: B2B – banks, financial institutions, SMEs, and enterprise clients in the finance sector
- **Mission / purpose**: "Conducting pioneering research, attracting the brightest talents, realizing visionary concepts, and providing the best business solutions for future financial services." [hkaift.com](https://hkaift.com/careers/)

## Products & Services
- **AI-Driven Financial Service**: Research and solution development for AI-powered risk management, investment intelligence, and customer analytics.
- **AI-Enhanced Financial Technology**: Advanced analytics and machine learning models for credit scoring, fraud detection, and regulatory compliance.
- **Social Media Analytics for Financial Technology**: Platforms that mine social media and news data for market sentiment and investment signals.
- **FinSights (Supply Chain Finance)**: A solution showcased at InnoEX 2026 that leverages trusted logistics data to optimize trade finance. [hkaift.com](https://hkaift.com/)
- **Tokenised Deposit Platform**: A joint initiative with JETCO to enable commercial banks to issue and manage tokenised deposits. [hkaift.com](https://hkaift.com/)
- **Tolo Digitech (Spin-off)**: Partnered with fintech firm FUNDel to build a trade finance platform integrating Port Community System data. [hkaift.com](https://hkaift.com/)
- **Portfolio Management System for E-Commerce Loan Securitisation**: A system referenced in AIFT’s portfolio (see About page). [hkaift.com](https://hkaift.com/about-us/)

## Market Standing
- **Valuation / Market Cap**: Not disclosed
- **Key Metric**: Headcount of ~26 employees (as of 2025-2026), with a -17.4% yearly change reported on LinkedIn. [linkedin.com](https://hk.linkedin.com/company/laboratory-for-ai-powered-financial-technologies-limited)
- **Notable Investors / Partners**: JETCO (joint tokenisation platform), FUNDel (trade finance spin-off), Hong Kong Science and Technology Parks (HKSTP), City University of Hong Kong, Columbia University.
- **Growth Signals**: Spin-off company Tolo Digitech launched in 2026; participation in InnoEX 2026; active patent filings (e.g., entity association recommendation, cryptocurrency asset classification). However, headcount declined year-over-year, so growth trajectory appears mixed.

## Competitive Advantages
- **Academic pedigree**: Founded jointly by City University of Hong Kong and Columbia University, giving it deep research capabilities and access to top talent.
- **Ecosystem position**: Located in Hong Kong Science Park, a major R&D hub, and holds strong ties with local banks, regulators, and fintech players.
- **Full-stack FinTech approach**: Combines AI, blockchain, and data science to address both research and commercial deployment (spin-offs, partnerships).
- **Proven commercialization**: Multiple patents granted via Google Patents and live solutions (tokenised deposits, trade finance platform).

## Strategic Focus
- Commercializing research outcomes into market-ready FinTech products.
- Expanding tokenised deposit and digital asset infrastructure for banks.
- Scaling supply chain finance and trade finance solutions via data partnerships (e.g., Port Community System).
- Building a pipeline of spin-off companies to take innovations to market.
- Attracting talent for both research and product development roles (openings listed on [Greenhouse careers page](https://job-boards.greenhouse.io/aift) and internally).

## Why Work Here
- **Mission-driven**: Work at the intersection of AI and finance to solve real-world problems in banking, risk, and trade.
- **Young and growing**: Described as a "young company" with opportunities to get in "on the ground floor" and grow as projects gain momentum. [hkaift.com](https://hkaift.com/careers/)
- **International connections**: Collaborations with top universities and global financial institutions provide a broader perspective.
- **Practical skill development**: Talent training is part of the mission – developers and analysts can build expertise in FinTech ecosystems (Python, Spring Boot, Docker, blockchain, etc.). [hkaift.com](https://hkaift.com/careers/)
- **Vibrant community**: Active member of Hong Kong Science Park, Hong Kong’s largest R&D base, with access to a network of tech companies and events.
- **Work environment**: Office-based in Hong Kong Science Park (Shatin); roles include Software Engineer, Assistant Quantitative Analyst, Data Analyst, and Research Assistant. [hkaift.com](https://hkaift.com/careers/)
- **Culture**: Emphasizes open innovation, cross-boundary collaboration (universities, VCs, financial institutions), and a flat, research-driven atmosphere.

## Sources
1. [hkaift.com (Home Page)](https://hkaift.com/)
2. [hkaift.com (Careers Page)](https://hkaift.com/careers/)
3. [hkaift.com (About Us Page)](https://hkaift.com/about-us/)
4. [LinkedIn Company Profile](https://hk.linkedin.com/company/laboratory-for-ai-powered-financial-technologies-limited)
5. [HKSTP Directory Page](https://www.hkstp.org/en/directory/innohk/laboratory-for-ai-powered-financial-technologies-limited)
6. [Greenhouse Careers Page](https://job-boards.greenhouse.io/aift)

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