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Sr Agency Service Representative

Date Posted: Dec 8, 2017

Location: Charlotte, NC, US, 28209

Company: MetLife

Job Location: United States: Charlotte, North Carolina


Job Summary:

Data entry skills required to quote and issue P&C insurance policies. Answer and resolve incoming calls from agents regarding Auto and Home products and/or processes.  Research, follow up and resolve Agent requests and inquiries.  Refer questions and inquiries to appropriate administrative areas for processing and resolution.


Functional Responsibilities:

  • Intermediate to expert level subject matter expert, subject to minimal supervision.
  • Answers and documents incoming calls from captive Auto and Home agents and responds to basic to complex inquiries regarding billing, quotes, workflow/process, status updates of new business, and/or Property and Casualty product and provision information.
  • Researches and resolves complex customer requests and discusses options.
  • Processes routine to moderately complex transactions.
  • Services clients who are referred from less experienced personnel and assists with developing and coaching Agency Services Representatives.
  • Monitors phone calls and quality checks work of Agency Services Representatives to identify strengths and developmental opportunities.
  • Refers callers to the administrative units as appropriate.
  • May facilitate team meetings and/or training sessions.
  • Participates in special projects and performs other duties as assigned or required.


Essential Business Experience and Technical Skills:

  • High school diploma
  • 2-4 years  insurance industry experience
  • Strong keyboarding (35 wpm) and computer skills.
  • Competencies: Strong oral and written, communication skills, customer service skills, and decision-making skills.


Business Category



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 a proud equal opportunity/affirmative action employer committed to attracting, retaining, and maximizing the performance of a diverse and inclusive workforce. It is MetLife's policy to ensure equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MetLife maintains a drug-free workplace.

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Nearest Major Market: Charlotte