MetLife

Insurance Associate (Specialist)

Position Title:  Specialist

Reports to (Responsibility Level):  Assistant Manager

Supervises:  NA

Location:

Jaipur

Global Grade:

GG 9

Complexity: 

5

PID/s Load Mapping:

Position Summary

Working within the Employee Benefits team in the Operations function, the role is responsible for managing broker and customer relationships, supporting the onboarding, and administering of a portfolio of Group Life Assurance and Group Income Protection.

The role consists of completing administration tasks to the highest level of technical capability following a customer, advisor, or internal request. This means handling all levels of technical enquiries including but not limited to, personal details being updated, changes to payment details and cancellation requests. These will include reinforcing the product features and creating an environment to maximize retention opportunities by understanding customer circumstances, identifying, and supporting vulnerable customers, managing dissatisfactions/complaints, and working well as part of the wider team. 

This role also requires the ability to train and mentor Customer Service Associates.  The person must show a proactive attitude to sharing their expert knowledge of products, processes and wider business strategies with colleagues and people in more junior roles.  Due to this influence on others, the role requires the person to demonstrate the highest standards of conduct against the core company values.

Job Responsibilities

• Always deliver outstanding customer service, through direct interaction with customers and advisors via email.
• Able to answer all levels of complex and technical queries, update policies, make necessary amendments and manage payment schedules.
• Demonstrates depth of understanding of data protection requirements and always complies and upholds checks and responsibilities.
• Handle all interactions with professionalism, integrity and empathy.
• Maintaining accurate file records of all actions taken.
• Respond to customer objections and demonstrate excellent problem-solving skills, including complex scenarios.  And demonstrates a mindset to find a way through and to turn difficult scenarios into customer advocate moments.  
• Follow processes to address customer and broker requests – e.g., direct debit queries/changes, personal detail amendments, policy changes, etc.

Others:

·       Maintain an up-to-date level of product specific knowledge by being attentive to, and acting upon information delivered in team meetings, training, and other briefings.

·       Able to share knowledge through training others and acting as a mentor.

·       Proactively identify and recommend process improvements.

Education, Technical Skills & Other Critical Requirement

Education

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

Experience 

(In Years)

Candidates should have strong background in customer service and/or administration role with 3 - 4 years’ experience. 

A good understanding of what’s important in the Financial Services sector, gained from working within the industry

Technical Skills

Excellent written and verbal communication skills. (Verbal communication limited with UK Ops Team).

Excellent customer service skills

Excellent inter-personal skills, with the ability to liaise with people at all levels.

Confident and professional telephone manner (Verbal communication limited with UK Ops Team).

Accurate and able to demonstrate a high level of organization skills.

Self-motivated, enthusiastic with a ‘can do attitude’.

Good team player with the ability to also work on own initiative.

Proficient in Microsoft Office applications (Excel, Outlook, Word, PowerPoint)

Exceptional attention to detail

GR1 qualification (preferred)

Good team player with the ability to work on own initiative.

A good understanding of compliance, legal and FCA regulations (full MetLife Corporate training will be provided).

Ability to share knowledge and train others.

Demonstrates core company values and upholds them with utmost integrity.

Other Critical Requirements Like Voice/ Non-Voice for Insurance Ops

Non-Voice

Rule & non-rule-based decision making, domain knowledge, extensive customer communication (Email only)