MetLife

This is a 12 month Fixed Term Contract 

The Team You Will Join 

The IP Customer Care Team is essentially the front line for the Individual Protection MetLife UK business. We are the team that our customers/brokers speak to first for any questions or issues they may have regarding policies.

We are responsible for taking calls from customers, brokers, and other 3^rd parties such as Next of kin, Hospitals & GP Surgeries. These calls can vary from being a simple update of some personal details for a customer or registering a claim for a policyholder regarding a recent accident/illness they may have had. These can also involve taking sensitive calls from family members relating to a recent passing.

The team predominantly takes inbound calls but does also carries out some outbound calls when needed if we get online inquiries. The team is also responsible for taking the initial calls for any new claims being registered or for anyone looking for an update on an existing claim. This means we are the team that triages these claims calls and requests all the relevant information to establish if a customer meets the criteria to claim with MetLife.

The Opportunity 

Working within the Customer Service Team, and supporting our Individual Protection business line, the Customer Service Associate is responsible for delivering exceptional customer service and first point of contact for our customers and advisers.

Promote and create a relationship between MetLife and our clients by actively supporting MetLife’s Insurance products and services in accordance with corporate guidelines.

The role will include reinforcing the product features and creating an environment to maximize retention opportunities by understanding customer circumstances, discuss alternative solutions available so they retain their existing policies and more importantly the benefits provided.

The role involves both inbound and outbound calls within a demanding environment.  

How You’ll Help Us Build a Confident Future (Key Responsibilities)

Telephony

• Deliver outstanding customer service at all times
• Direct interaction with clients/Agents through both inbound and outbound telephony, mail and email
• Inbound and outbound queries for both Customer Service and dedicated Agent support line and follow through with any subsequent actions
• Provide comprehensive service, explain products & service benefits.
• Liaison with other internal departments on behalf of customers where appropriate
• Responsible for complying with caller Data Protection checks.
• Handle all initial claims requests with professionalism and empathy
• Outbound and inbound call handling from customers wishing to cancel their policies
• Use knowledge of the products to establish reasons for cancellation and offer alternative solutions
• Respond to customer objections and demonstrate excellent problem solving skills

Other

• Maintain an up-to-date level of project specific knowledge by being attentive to, and acting upon, information delivered in team meetings, training and other briefings.
• Proactively identify and recommend process improvements within the call centre.
• Help to maintain an enjoyable working environment by assisting colleagues and participating in the team at all levels.
• In addition to the duties and responsibilities listed, the jobholder is required to perform other duties as reasonably assigned by the supervisor/manager from time to time.

What You Need to Succeed (Required Qualifications)

• Candidates will need to have a solid background in customer service (any industry considered)
• Experience of using a strong customer focus, with passion for ensuring the customer receives the right support and solutions
• Ability to empathise and adapt personal style to diverse customer needs
• Articulate, Excellent verbal and written communication skills
• Excellent telephone skills
• Attention to detail
• A team player, with ability to use initiative
• Ability to work within strict deadlines
• Enthusiastic and motivated
• Numerate
• Native English speaker 

What Can Give You an Edge (Additional Skills)

• Experience gained within an insurance industry.
• Strong knowledge of protection products and their usage in the market.