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Customer Service Advisor - FTC

Date Posted: Feb 18, 2019

Location: Brighton, BNH, GB, .

Company: MetLife


Customer Service Advisor – Employee Benefits Administration - MATERNITY COVER CONTRACT


Job Location: Brighton, UK



MetLife, through its subsidiaries and affiliates, is a global provider of life insurance, annuities, employee benefits and asset management with operations in nearly 50 countries and leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. With a proven track record of financial strength and delivering on promises since 1868, the company prides itself on helping people plan for their future by protecting what matters most – their families and their achievements.


With 2014 total operating income of $70 billion, MetLife is ranked #42 on the Fortune 500 list and #69 on the Forbes Global 2000 list of the world’s largest public companies.  Globally, the company has ~65,000 employees serving approximately 100 million customers, individuals, and businesses, including 90 of the FORTUNE 100.  MetLife is also one of the largest institutional investors in the US with more than $450 billion in managed assets.  FORTUNE Magazine’s World’s Most Admired Company survey recently named MetLife #1 in the Life and Health Insurance industry.  


MetLife is an ambitious company with the scale, scope and talent to lead the transformation of the insurance and employee benefits industry, driving world class standards of performance around the globe.  Launched in 2012 by MetLife Chairman and CEO, Steven Kandarian, the company’s enterprise strategy is based on four cornerstones:  Refocus the U.S. Business, Grow Emerging Markets, Build a Global Employee Benefits Business and Drive Towards Customer Centricity and a Global Brand.  Concrete actions are well underway in each of these strategic focus areas, including moving to a horizontally-integrated global operating model to help drive greater leverage of technology and operations and the more consistent application of functional priorities across global markets.


As One MetLife, the company has defined common values shared across the enterprise: Put Customers First, Be the Best, Make Things Easier, and Succeed Together.   These values guide how employees operate every day and are reflected in the company’s commitment to creating a world-class organization which places a high value on motivational leadership, engaged talent, and customer focus. 


Role Value Proposition: 

Working within the Employee Benefits team in the Operations function, the role is responsible for managing broker and customer relationships and administering a portfolio of Group Life Assurance, Group Income Protection and Flexible Benefits platforms.


The role involves acting as the first point of contact for financial advisors, employers and employees, and proactively managing all aspects of their queries. Taking ownership and delivering service excellence at all times.


You will become familiar on the trends within your Portfolio, reporting on retention, highlight new opportunities and be proactive in closing down annual renewals.


Key Responsibilities:  

  • Administering group life and group income protection renewals from start to finish
  • Answering broker and client enquiries via telephone and email
  • Support the task processing required to deliver team service level agreements and quality outputs
  • Provide support to Underwriting, Sales Consultants and their regional office administrators as required
  • Deliver outstanding customer service at all times
  • Support with the business retention of existing policies
  • Complete relevant system updates to maintain accurate data
  • Convey complex information regarding non-standard underwriting for individuals and policies
  • Pro-active management of cases to minimise MetLife exposure to unnecessary business risk
  • Reconciliation of policy accounts
  • Liaison with other internal departments on behalf of customers
  • Completion of associated system activities to support overall team processes


Essential Business Experience and Technical Skills:



  • At least 2 years’ experience working within a customer service/administration role
  • Excellent written and verbal communication skills
  • Excellent customer service skills
  • Excellent inter-personal skills, with the ability to liaise with people at all levels
  • Confident and professional telephone manner
  • Accurate and able to demonstrate a high level of organisation
  • 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)
  • Proficient in Microsoft Office applications (Excel, Outlook, Word, Powerpoint)



  • Financial Services/Insurance background
  • GR1 qualification


Reports to: Team Manager

Direct Reports: 0





Business Category

Employee Benefits, Brighton UK Operations


Number of Openings



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

MetLife is proud to be an equal opportunity employer.  We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce.  It is the policy of MetLife to ensure equal employment opportunity without discrimination on any basis protected by law.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 106059