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Customer Service Advisor

Date Posted: Dec 21, 2018

Location: Brighton, BNH, GB, 0

Company: MetLife



“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, 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.  For more information on working at MetLife, please visit MetLife Careers.






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

The role involves a variety of processing tasks, from inception through the life of the policy, helping manage all aspects of customer queues, taking ownership and delivering service excellence at all times.

There will be some requirement to call our customers, in support of ongoing queries.


Key Responsibilities:

  • Support the task processing required to deliver both service levels and quality outputs
  • Answering enquiries over the telephone, by E-Mail, by fax or letter
  • Provide support to the Portfolio Managers, Sales Consultants and their regional office administrators as required
  • Complete relevant system updates to maintain accurate data
  • Convey complex information regarding non-standard
  • Liaison with other internal departments on behalf of customers
  • Completion of associated system activities to support overall team processes
  • Deliver outstanding customer service at all times
  • Regular updates with Portfolio Manager to keep updated on the  portfolio’s potential future activities
  • Support the retention of schemes




  • Business Knowledge/Technical Skills:

  • The role holder will have already established themselves within an EB administration role or have a proven track record in delivering a high standard of administration.
  • Strong team work ethics as well as being able to work individually
  • Natural ability to convey complex information to a wide variety of people with various levels of understanding both in writing and verbally.