MetLife

·       Responsible for maintaining metrics in claims process, data validation & identification of STD documents.

·       Interact with the Doctors or Health Care Providers, while developing working relationships with both employees and employers 

·       Interact with stateside partners - supervisors, process owners, claim specialist across disability sites. 

·       Build excellent business relationship with customer groups, peers, and seniors. 

·       Able to lead, innovate, implement best industry practices, motivate & work as a natural team-player in the business functions.

·       Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers’ demand.

·       Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.

·       Manage teams and ensure quality and productivity targets are met.

·       Motivate team members and control attrition.

·       Monitor transactions on an ongoing basis and take corrective steps where necessary.

·       Provide coaching and feedback to team members to enable them to improve their performance. 

·       Assist new hires such that they are productive on the floor in the shortest possible time frame.

·       Provide inputs on process and system to the team members.

·       Client Interaction, where required at the level of Supervisors.

·       Ensure compliance with internal policies and procedures, external regulations, and information security standards.

·       Ensure that all agents in their process know their goals and how they are linked to the Organization’s quality policy.

·       Effectively manage queue and balancing of work loads

·       Completes monthly audits, while providing weekly feedback to supervisor, works closely with supervisor to identify training opportunities, and provides limited coaching as necessary.

·       Provide back-up assistance in the unit as needed, including every job function within the unit.

·       Perform other duties as assigned by the Supervisor or Management.

·       Ability to provide basic reporting to various levels of management.

·       Provide excellent customer service to all associates as well as internal and external customers.

·       Responds promptly and calmly to changing events and situations.