Senior Insurance Associate

Year    India, India

Job Description


CountryIndiaWorking ScheduleFull-TimeWork ArrangementHybridRelocation Assistance AvailableNoPosted Date17-Jan-2025Job ID6083Description and RequirementsWorking within the Customer Service team supporting our Individual Protection business line, this role is responsible for delivering an exceptional customer service and is the first point of contact for our existing customers and advisers regarding claims queries and admin.The role consists of completing claims administration tasks following a customer, advisor, or internal request. This includes but not limited to, issuing, and reviewing claim forms, registering new claims, and setting reserves, manage claims queries and chasing information. 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 ResponsibilitiesCustomer Service:xc2xb7 Always deliver outstanding customer service, through direct interaction with customers and advisors via email and post.xc2xb7 Able to answer all levels of complex and technical queries, update policies, make necessary amendments and manage payment schedules.xc2xb7 Demonstrates depth of understanding of data protection requirements and always complies and upholds checks and responsibilities. protection checks.xc2xb7 Handle all interactions with professionalism, integrity and empathy.xc2xb7 Maintaining accurate file records of all actions taken.xc2xb7 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.xc2xb7 Follow processes to address customer and advisor requests - e.g., direct debit queries/changes, personal detail amendments, policy changes, etc.Claims:xc2xb7 Work alongside the claims team to complete key administration tasks.xc2xb7 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.xc2xb7 Support the claim requirements for information through timely and efficient chasing of information, proactively ensuring that the contact is managing our request.xc2xb7 Chasing information via appropriate forms of communication.xc2xb7 Maintaining accurate file records of all actions taken.xc2xb7 Reviewing new claims and identifying missing items to be requested.xc2xb7 Collate information required by claims assessors.xc2xb7 Undertake technical admin checks on new claims.Others:xc2xb7 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.xc2xb7 Proactively identify and recommend process improvements.Education, Technical Skills & Other Critical RequirementEducationBachelor'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 3-4 years' experience.Demonstrate a strong customer focus, with passion for ensuring the customer receives the right support and solutionsTechnical SkillsExcellent 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 OpsNon-VoiceRule & non-rule-based decision making, domain knowledge, extensive customer communication (Email only)About MetLifeRecognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplacesxe2x84xa2 for 2024, 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's . Join us!

MetLife

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Job Detail

  • Job Id
    JD3595704
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    India, India
  • Education
    Not mentioned
  • Experience
    Year