Customer Experience Consultant

Description and Requirements

Role Value Proposition

To enthusiastically provide exceptional customer service experiences to our internal and external customers. Achieved through high quality, client friendly telephone services to consumers and intermediaries, and the provision of seamless administrative support to all employees within Operations and the wider MetLife business to enable them achieve their goals and strategy.

Key Responsibilities

Customer Service Support

• Existing policy maintenance & renewals & reinvestments / reinstatements
• Provide proactive telephone services which demonstrate accuracy of information, strong regulatory compliance and adherence to company telephone service policies and procedures
• Provide New Business Support including liaison with clients/advisers/underwriting/partners
• Conduct Policy Administration for in force business including policy changes, customer or adviser enquiries and investigations
• First point resolution in all communication including investigation and negotiation with clients to find solutions
• Basic understanding of the complaint process for the business and liaising with other areas and the dispute resolution officer or compliance as required
• Email Management involving clearance of all MetLife or partner email addresses on a daily basis including answering enquiries which do not require initial investigation in a timely and efficient manner

Administrative Support

• Banking of cheques for policies and claims within required timeframe
• Indexing of mail in the workflow system within required timeframe
• Invoice and cheque management - raise claim invoices on policy admin system and send out as needed; lodge cheques received in the office in the cheque register;
• Archiving and retrievals of boxes or documents as requested and within 24 hours of receipt of request
• Process review
• Quality Review

Essential Business Experience and Technical Skills

Required Experience

• Minimum 2 years' experience in a call centre or administration role
• Experience in Life Insurance and / or Finance Industry related telephone service and processing operations (desired)

Preferred Experience/Skills:

• Displays a positive and enthusiastic attitude

• Communicates openly and proactively shares knowledge

• Exceptional time management and prioritisation skills

• Performs well under pressure, in an evolving environment

• Exhibits superior customer service capabilities

• Excellent computing skills and literacy

• Outstanding communication skills, both written and verbal

Benefits We Offer

When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.

About MetLife

Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!