MetLife

POSITION OBJECTIVE:

Actively participates in all Conservation Department activities and campaigns concerning prevention of policy losses. Ensures post-sale service to customers. Provides efficient and timely resolution of a customer request, as well as investigates and resolves received complaints. Communicates on a daily basis with internal and external customers when dealing with issues. Provides within the agreed time feedback and reports to his/ her direct manager.

POSITION KEY RESPONSIBILITIES:

• To support the premium collection process through successful calls to clients with delayed payments;
• To collect agents/ managers feedback and follow up on actual payments;
• To service on the phone orphan policies; policies of clients of brokers and partners;
• To participate in reinstatement and check of quality of service campaigns;
• To handle incoming calls from clients and provide quality customer service;
• To keep track on communication held on all cases sent to Agency and provide feedback to Agency Managers/HO regarding developments or pending cases;
• To identify repetitive patterns or concentration of bad sales and report them properly in order to increase the quality of sale;
• To prepare weekly and monthly reports on retention activities;
• Full end to end handling of complaints and dissatisfaction of customers;
• Maintains communication with POS, Underwriting, administrative assistant, agents and banks about missing clients details for premium recognition.

POSITION REQUIREMENTS:

• Minimum of Bachelor degree in Economics or humanities;

• At least 1 year experience in customer service area;

• Good working level of English – writing and speaking;

• Demonstrated writing ability - experience in correspondence is desired;

• Good understanding of office automation – excellent skills in Word and Excel and use of general office technology;

• A digital mindset and the desire to make an impact.