MetLife

Role Overview

We are looking for a Policy Relations & Resolution Analyst to provide data-driven insights and operational support to Agency and Banca channels. This role is key to enhancing portfolio performance, improving persistency, and ensuring efficient handling of customer-related activities.

Key Responsibilities

• Prepare and manage agency reports to support performance tracking and decision-making
• Share monthly lapsed business reports with agency teams
• Monitor and report on IQA% and renewable persistency metrics
• Prepare and distribute replacement reports in line with company guidelines
• Develop and present First Year Persistency rolling reports
• Support the design and tracking of sales contests for Agency and Banca channels

Retail Operations Support

• Handle walk-in customer requests and inquiries
• Investigate and resolve customer complaints
• Manage written surrender requests
• Support call center requests and follow-ups
• Handle IPA suspended cases and ensure proper resolution

Qualifications & Skills

• Strong analytical and reporting skills
• 0-2 years of experience in sales support, operations, or reporting (preferably within insurance)
• Good understanding of persistency, replacement, and sales KPIs
• Strong attention to detail and ability to work with data
• Good communication and stakeholder coordination skills
• Ability to handle customer-related cases efficiently