MetLife

Position Summary

Basic Function

Initiating Broker/GA/TPA, Add/Change/Remove request submitted by the group customer, sales service team and resolving the related queries/escalations for assigned brokers/GA/TPA of varying complexity.

Meets quality and customer service expectation levels set by the organization guidelines. 

The key deliverables of the role will include but will not be restricted to the details below:

Essential Functions 

• Review the request and update the broker information post validation. 
• Prepare the broker commission statement and share the details over email.
• Review the return cheques and statement & identify the potential reason for return.
• Partnering with different stakeholders and resolve broker compensation related queries/escalations received from various departments/stakeholders through emails.
• Implement corrective actions as needed.

Knowledge, Skills and Abilities

Education

·       Bachelor’s degree (Any Stream) or diploma with a minimum of 15 years of education

Experience

·        Professional with 2-3 years of work experience in BPO/Insurance industry (policy admin/ comp admin) preferably under Insurance

Knowledge and skills (general and technical)

·        Knowledge of Insurance principles in relation to the US Insurance industry

·        Keyboarding and data entry speed (minimum 30 wpm with 90% accuracy)

·        Exposure to multiple mainframe and web systems 

• Good analytical skills with an ability to research & take decision to resolve problems in processing.

·        Strong organizational skills

·        Good communication skills both written & Verbal.

·        Demonstrate ability to work independently and in a team environment.

·        Self-disciplined and results oriented.

·        Ability to multitask.

·        Must be opened to working in shifts. 

Other Requirements (licenses, certifications, specialized training – if required)

·        Good computer navigation skills

·        Good knowledge of complete MS Office suite

Working Relationships

Internal Contacts

(And purpose of relationship):

• AM/TL for the purpose of reporting performance and seeking feedback and support as well as new hire resource performance.
• Quality Compliance Analyst (QCA) for the purpose of feedback and audit.
• Trainers for the purpose of pre-process and process training.

External Contacts 

(And purpose of relationship) – If Applicable

·        MetLife Subject Matter Experts for the purpose of seeking missing information.

·        MetLife Subject Matter Expert for the purpose of work-related issues and escalated transactions.