MetLife

Position is responsible for addressing Service-related inquiries and escalations received in AH Advocate shared mailbox.

• Work with A&H Service Operations (Stateside) team members to manage inquiries for the business, acting as the internal contact for receiving and resolving issues related to the A&H products.
• Responsible for initial review of all emails determining escalations or inquiry & segregate them as per 1st or 2nd level handling.
• Respond to the request (inquiries) over email basis inputs received in submission template
• Triage requests for 2nd level team in case it is not handled at 1st level team
• Interpersonal and Organizational skills.
• Manage and ensure SLAs are met.
• Client Interaction basis process requirement
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Work with supervisors for process deliverables.
• Ability to provide process performance data and reporting, specific to process