14 days old

Home First Response Team - Customer Experience Specialist

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:**


+ 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.


+ Associates Degree or higher

+ Call center experience

A candidate has been identified

**Business Category**

_< MetLife P&C Claims >_

**Number of Openings**


**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.**


  • Customer Service

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Home First Response Team - Customer Experience Specialist

Freeport, IL 61032

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Home First Response Team - Customer Experience Specialist

Freeport, IL

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