MetLife

The Policy Administrator role is responsible for providing exceptional customer service MetLife’s customers and Adviser partners, in addition to proactively managing the administration and completion of alterations to in-force insurance policies. This role is responsible for delivering market-leading policy management service and solutions with exceptional customer experiences by applying a proactive, empathetic and accountable approach to resolving customer and adviser requests. The successful candidate will work directly to support the achievement of MetLife’s strategic initiative to deliver innovative solutions to the Retail life insurance market. 

Key Responsibilities 

• Deliver and demonstrate exceptional customer service skills when engaging with customers, advisers and other internal and external stakeholders 

• Deliver and demonstrate exceptional administration skills by proactively identifying requirements, opportunities and risks in the end to end alteration process for Life and Super policies, at both a customer and Adviser level 

• Employ sophisticated customer service skills to deliver market-leading first point resolution outcomes on inbound customer and adviser enquiries 

• Respond to and complete all administration transactions in an efficient and effective manner, and within agreed service levels 

• Managing the existing policy maintenance, renewals & reinstatements 

• Provide proactive telephone services which demonstrate accuracy of information, strong regulatory compliance and adherence to company telephone service policies and procedures 

Essential Business Experience and Technical Skills 

Required Experience 

 • Minimum 2 years’ experience in a call centre or administration role

 • Demonstrated understanding of the Retail life insurance industry 

• Working knowledge of relevant regulatory and legislative policy . 

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