Sr. Insurance Associate

Job Responsibilities

Customer Service:

• Always deliver outstanding customer service, through direct interaction with customers and advisors via email and post.
• Answer queries, update policies, make necessary amendments and manage payment schedules.
• Responsible for complying with customer data protection checks.
• Handle all interactions with professionalism and empathy.
• Maintaining accurate file records of all actions taken.
• Respond to customer objections and demonstrate excellent problem-solving skills.
• Follow processes to address customer and advisor requests – e.g., direct debit queries/changes, personal detail amendments, policy changes, etc.

        Claims:

• Work alongside the claims team to complete key administration tasks.
• Accurate payment of all claims related to medical fees in a timely and efficient manner. Verification of appropriateness of fee payment and raising payment requests and issuing letters.
• Support the claim requirements for information through timely and efficient chasing of information, proactively ensuring that the contact is managing our request.
• Chasing information via appropriate forms of communication.
• Maintaining accurate file records of all actions taken.
• Reviewing new claims and identifying missing items to be requested.
• Collate information required by claims assessors.
• Undertake technical admin checks on new claims.

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.
• 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 a strong background in customer service and/or administration with 1-3 years’ experience.

Demonstrate a strong customer focus, with passion for ensuring the customer receives the right support and solutions

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.

Ability to work efficiently with good attention to detail.

Accurate and able to demonstrate a high level of organization.

Ability to multi-task and priorities workload.

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

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)

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)

MetLife:

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.      

MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.