Customer Experience Consultant

Job details
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Job type

Full-time
 
Location
Sydney NSW
 
Benefits
Pulled from the full job description
Parental leave
Life insurance
Employee assistance program
Paid volunteer leave
 
Full job description
Location(s)
Posting Location: Sydney, New South Wales

City/Cities
Sydney
Country
Australia
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
04-Sep-2025
Job ID
12050
Description and Requirements

To enthusiastically provide exceptional customer service experiences to our internal and external customers. Achieved through high quality, client friendly telephone services to consumers and intermediaries, and the provision of seamless administrative support to all employees within Operations and the wider MetLife business to enable them to achieve their goals and strategy.


Key Responsibilities

Customer Service Support

Existing policy maintenance & renewals & reinvestments / reinstatements

Provide proactive telephone services which demonstrate accuracy of information, strong regulatory compliance and adherence to company telephone service policies and procedures

Provide New Business Support including liaison with clients/advisers/underwriting/partners

Conduct Policy Administration for in force business including policy changes, customer or adviser enquiries and investigations

First point resolution in all communication including investigation and negotiation with clients to find solutions

Basic understanding of the complaint process for the business and liaising with other areas and the dispute resolution officer or compliance as required

Email Management involving clearance of all MetLife or partner email addresses on a daily basis including answering enquiries which do not require initial investigation in a timely and efficient manner


Administrative Support

Banking of cheques for policies and claims within required timeframe

Indexing of mail in the workflow system within required timeframe

Invoice and cheque management – raise claim invoices on policy admin system and send out as needed; lodge cheques received in the office in the cheque register;

Archiving and retrievals of boxes or documents as requested and within 24 hours of receipt of request

Process review

Quality Review


Essential Business Experience and Technical Skills

Required Experience

Minimum 2 years’ experience in a call centre or administration role

Experience in Life Insurance and / or Finance Industry related telephone service and processing operations (desired)


Preferred Experience/Skills:

Displays a positive and enthusiastic attitude
Communicates openly and proactively shares knowledge
Exceptional time management and prioritisation skills
Performs well under pressure, in an evolving environment
Exhibits superior customer service capabilities
Excellent computing skills and literacy
Outstanding communication skills, both written and verbal
Benefits We Offer

When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.


About MetLife

Recognised on Fortune magazine's list of the 2025 "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™ for 2024, as well as the Diversity Council of Australia Inclusive Employer Award 2023-2024, 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 #AllTogetherPossible. Join us!