Requirements
Description and Requirements
We are looking for a dedicated Insurance Specialist to join our Hostplus Service Excellent Center of Insurance (HSECi), who will play a key role in delivering high quality customer service and administrative support for all underwriting-related activities for Hostplus members. The role involves handling member enquiries, supporting underwriting processes, and engaging with internal and external stakeholders to ensure efficient service delivery. The position requires strong communication skills, deep knowledge of insurance and regulatory requirements, and a commitment to continuous improvement. The successful candidate will report directly to the Service & Optimisation Manager, working within a collaborative and performance-driven operations team. About HSECi MetLife is a leading global life insurer and the insurance partner for Hostplus, one of Australia's largest and fastest-growing superannuation funds with over $100bn in assets and more than 1.8 million members. MetLife has created a market-first service experience for Hostplus that delivers exceptional support and guidance for members for any insurance needs they may have, with a focus on first-point resolution and ensuring that the members' needs are comprehensively addressed from beginning to end. To ensure uninterrupted and quality service, a robust roster system has been implemented, facilitating consistent and efficient member support. Key Responsibilities & Duties
Manage all Hostplus member enquiries related to insurance, consistently demonstrating exceptional customer service skills within agreed service levels, including:
Prioritising Hostplus members' phone enquiries as a matter of urgency
Processing Hostplus underwriting administrative tasks when not on calls
Collaborate effectively with Underwriters, the Underwriting Administration Team, Hostplus Fund Administrator and other stakeholders to ensure best practice quality outcomes.
Apply strong knowledge of products, underwriting processes, and relevant legislation in administrative tasks and handling enquiries.
Establish and maintain effective relationships with MetLife's business partners and external stakeholders.
Seek innovative and creative ways to improve MetLife's processes and procedures.
Perform other duties as required by management, including but not limited to conducting tele-interviews, and handling other group phone enquiries and administrative tasks.
Shift Work Requirements
Shift work is required, with ordinary hours worked across weekdays.
Ordinary hours of work will be assigned in shifts as determined by management in line with operational requirements.
Successful candidate will receive notification of shift allocations and expectations.
Required Experience
Minimum 3 years' experience in a Call Centre or Administration role.
Demonstrated understanding and working knowledge of the life insurance and superannuation industry.
Exhibits superior customer service capabilities.
Displays a positive and enthusiastic attitude.
Exceptional planning, time management, and prioritisation skills.
Performs well under pressure, in an evolving environment.
Excellent computing skills and literacy.
Outstanding communication skills, both written and verbal.
Demonstrated ability to adapt to and embrace change, commitment to continuous improvement and Lean principles.
Preferred Experience
RG 146 Certification.
Training Provided
Hostplus product and systems training.
MetLife underwriting and administration systems and process training.
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.
About MetLife
Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us