21 days old
2017-11-022017-12-02

Home First Response Team - Customer Experience Specialist

MetLife
Freeport, IL 61032
**Job Location:** United States : Illinois : Freeport























**Role Value Proposition:**























This position supports the Metlifes core values of putting the customer first, being the best, making things easier and succeeding together by providing a caring representative of Metlife to guide the customer through the claim process while working together on process improvements with the customer at the center of all our decisions.























**Job Summary:**











+ Complete First Notice of Loss for claimants and insureds.



+ Answer customer questions and forward claim and customer to the appropriate claim office with jurisdiction.



+ Make assignments to Independent Adjusters as needed.



+ Discuss the companys CRN Program and other programs with customers and make assignments to where appropriate.



+ Provide excellent customer service to their internal and external customers.







































**Key Responsibilities:**











+ Under immediate supervision of a First Response Team Supervisor, takes incoming phone calls from claimants and insureds and enters First Notice of Loss information into the claim system.



+ Provide excellent service to all customers.



+ Answers customer questions and refers escalated calls to a Supervisor or higher level personnel.



+ Forwards customers and claims to the appropriate claim office with jurisdiction.



+ Alerts field personnel of extraordinary claim events.



+ Provides call center services for field claims offices when telephone service is interrupted or shut down by request.



+ Assists customers with policyholder service inquiry calls and/or correspondence.



+ Provide proper explanation of the companys CRN and other programs to customers.



+ Demonstrate collaborative partnerships with other business units such as Initial Action Team and Home Operations Adjusters and Dispatch.



+ Proper utilization of telephone system, Queue phone calls and warm transfers from other units. Ability to work in a multi program computer system.



+ Performs special assignments from claim offices as required.



+ Performs other duties as assigned or required.



+ Adhere to company protocols and policies. Complete Industry Education requirements























**Essential Business Experience and Technical Skills:**























Required:











+ High school diploma, equivalent, or equivalent experience.



+ 0-2 years of related business experience



+ Strong focus on customer service



+ Ability to produce results and manage own performance effectively



+ Effective communication skills



+ Ability to adapt to change



+ Demonstrates teamwork, shares ideas, knowledge and builds and maintains positive relationships



+ Ability to work schedules that include Monday-Friday 7 am-8pm CST and Saturday 8 am-4 pm CST.























Preferred:











+ Associates Degree or higher



+ Call center experience























**Business Category**











_< MetLife P&C Claims >_























**Number of Openings**











_<10>_



































**At MetLife, were leading the global transformation of an industry weve long defined. United in purpose, diverse in perspective, were dedicated to making a difference in the lives of our customers.**

Categories

  • Customer Service

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Home First Response Team - Customer Experience Specialist

MetLife
Freeport, IL 61032

Share this job

Home First Response Team - Customer Experience Specialist

MetLife
Freeport, IL
US

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