Sr. Insurance Associate

Reports to (Responsibility Level): Assistant Manager

Supervises: NA

Location:

Jaipur

Global Grade:

GG 8

Complexity:

PID/s Load Mapping:

Working 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.

• 
  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.

• 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.
  

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

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)

Non-Voice

Rule & non-rule-based decision making, domain knowledge, extensive customer communication (Email only)