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, broker, or internal request. This means handling all levels of technical enquiries including but not limited to, scheme details updates, accounting reconciliations and invoice creation and general queries pertaining to the cover of their scheme.

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.

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.

Education:

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

Experience:

Candidates should have strong background in customer service and/or administration role with 1-2 years’ experience. 

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

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).

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)

Sr Insurance Associate