Role Value Proposition
To enthusiastically provide exceptional customer service experiences to our internal and external customers. Achieved through high quality, client friendly telephone services to consumers and intermediaries, and the provision of seamless administrative support to all employees within Operations and the wider MetLife business to enable them achieve their goals and strategy.
Key Responsibilities
Customer Service Support
* Existing policy maintenance & renewals & reinvestments / reinstatements
* Provide proactive telephone services which demonstrate accuracy of information, strong regulatory compliance and adherence to company telephone service policies and procedures
* Provide New Business Support including liaison with clients/advisers/underwriting/partners
* Conduct Policy Administration for in force business including policy changes, customer or adviser enquiries and investigations
* First point resolution in all communication including investigation and negotiation with clients to find solutions
* Basic understanding of the complaint process for the business and liaising with other areas and the dispute resolution officer or compliance as required
* Email Management involving clearance of all MetLife or partner email addresses on a daily basis including answering enquiries which do not require initial investigation in a timely and efficient manner
Administrative Support
* Banking of cheques for policies and claims within required timeframe
* Indexing of mail in the workflow system within required timeframe
* Invoice and cheque management – raise claim invoices on policy admin system and send out as needed; lodge cheques received in the office in the cheque register
* Archiving and retrievals of boxes or documents as requested and within 24 hours of receipt of request
* Process review
* Quality Review
Required Experience
Essential Business Experience and Technical Skills
* Minimum 2 years' experience in a call centre or administration role
* Experience in Life Insurance and / or Finance Industry related telephone service and processing operations (desired)
Preferred Experience/Skills
* Displays a positive and enthusiastic attitude
* Communicates openly and proactively shares knowledge
* Exceptional time management and prioritisation skills
* Performs well under pressure, in an evolving environment
* Exhibits superior customer service capabilities
* Excellent computing skills and literacy
* Outstanding communication skills, both written and verbal
Benefits We Offer
When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.
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