Job Description - Call Center Email Box (Group Life Products) Claims Life Associate |
Function, Responsibility Level: Operations, Associate | Reports to (Responsibility Level): TL / AM / UM | Supervises: NA |
Global Grade: 08M | Cost Center: - | Complexity: T4C4 | PID/s Load Mapping: NA |
Position Summary |
Basic Function Responsible to customer requests via email, providing excellent service to MetLife's customers who have insurance or other financial service products or benefit plans. Meets quality and customer service expectation levels set by the organization guidelines The key deliverables of the role will include but will not be restricted to the details below: Essential Functions - Respond to customer requests via email, providing timely response to MetLife's customers who have insurance or other financial service products or benefit plans.
- Research requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
- Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
- Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer's inquiry.
- Efficiently coordinate with process specialist in prescribed scenarios i.e. Escalations, Rush scenarios etc.
- Excellent email writing skills
|
Knowledge, Skills and Abilities |
Education | - Bachelor's degree (Any Stream) or diploma with a minimum of 15 years of education
|
Experience | - Professional with 1 year of customer service experience
|
Knowledge and skills (general and technical) | - Computer navigation skills
- Keyboarding and data entry speed (minimum 30 wpm with 90% accuracy)
- Exposure to multiple mainframe and web systems
- Good analytical skills with an ability to research & take decision to resolve problems in reporting
- Knowledge of Insurance principles in relation to the US Insurance industry
- Knowledge about US Culture
- Strong organizational skills
- Good communication skills both written & Verbal
- Email writing
- Demonstrate ability to work independently and in a team environment
- Self-disciplined and results oriented
- Ability to multitask
- English language skill - should be able to read, comprehend and write correctly
- Must be opened to working in shifts
|
Other Requirements (licenses, certifications, specialized training - if required) | - Good computer navigation skills
- Good keyboarding speed
- Good knowledge of complete MS Office suite
|
Working Relationships |
Internal Contacts (And purpose of relationship): | - AM/TL for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support as well as associate development.
- Manager for the purpose of settling issues left unresolved by the AM/TL and monthly evaluation of performance.
- Quality Compliance Analyst (QCA) for the purpose of feedback and audit.
- Trainers for the purpose of pre-process and process training.
|
External Contacts (And purpose of relationship) - If Applicable | - MetLife Subject Matter Experts for the purpose of seeking missing information.
- MetLife Subject Matter Expert for the purpose of work-related issues and escalated transactions.
|
