Exceptional Customer Service Professional Wanted
3 days ago
We are seeking an experienced customer service professional to join our team as a Customer Experience Consultant. This role will provide exceptional customer experiences to internal and external customers through high-quality telephone services and administrative support.
Key Responsibilities:- Maintain and renew existing policies, reinvesting or reinstating them as needed.
- Provide proactive telephone services that demonstrate accuracy of information, regulatory compliance, and adherence to company policies and procedures.
- Support new business development, liaising with clients, advisers, underwriters, and partners.
- Conduct policy administration for in-force business, including policy changes, customer enquiries, and investigations.
- Resolve first-point issues in all communication, investigating and negotiating with clients to find solutions.
- Understand the complaint process and liaise with other areas and dispute resolution officers as required.
- Manage emails, clearing MetLife or partner email addresses daily, answering enquiries efficiently without requiring initial investigation.
- Bank cheques for policies and claims within required timeframes.
- Index mail in the workflow system within specified deadlines.
- Manage invoices and cheques, raising claim invoices on the policy admin system and sending them as needed, lodging received cheques in the cheque register.
- Archive and retrieve boxes or documents as requested, within 24 hours of receipt.
- Perform quality reviews.
- A minimum of two years' experience in a call centre or administration role.
- Desirable experience in life insurance and/or finance industry-related telephone services and processing operations.
- Display a positive attitude and enthusiasm.
- Communicate openly, sharing knowledge proactively.
- Possess exceptional time management and prioritization skills.
- Perform well under pressure in an evolving environment.
- Exhibit superior customer service capabilities.
- Demonstrate excellent computing skills and literacy.
- Show outstanding written and verbal communication skills.
When you join our organization, you'll be part of a holistic approach to employee wellbeing, addressing physical, mental, social, and financial health through various benefits and programs. These include life insurance, generous paid parental leave, market-leading menopause and fertility leave, car leasing, and more. You'll also have access to an Employee Assistance Program (EAP), 360Health medical support, volunteer leave, and study assistance.
About UsOur purpose is to help colleagues, customers, communities, and the world create a more confident future. We're guided by empathy and united by purpose, aiming to transform the next century in financial services.
Join us in creating a more confident future.
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