Job Description

City/Cities
Jaipur
Country
India
Working Schedule
Full-Time
Work Arrangement
Hybrid
Relocation Assistance Available
No
Posted Date
18-Feb-2025
Job ID
6275
Description and Requirements
Position Summary
Position responsible for customer conservation. Ensure premiums are reconciled on a monthly basis with Groupfacts (application). Process manual premium payments on all groups to coordinate timely claim payments to insureds and commission payments to agents/brokers. Resolve delinquent customer premium. Communicate status to group policy owners (employers), employees, regional sales offices, and brokers.
Job Responsibilities
Essential Functions

• Point of contact for delinquent customers. Track and follow-up with customer until case is paid to current or terminated and referred to collections. Ensures Specialty Market objective of World Class Customer Service is met. Ensure that the assigned targets are met in accordance with SLA, compliance standards and internal standards.
• Prioritize daily workload to ensure a specified turnaround time (TAT) objective is maintained. Research and resolve billing inquiries and discrepancies for delinquent accounts with policy owner (employer), agents/brokers, and group sales offices. Ensure adherence to established attendance schedules.
• Continually monitor Delinquency Reports and notify group sales offices, policy owner and broker of past due account status to conserve business.
• Continually monitor lockbox report to resolve unallocated premium.
• Coordinate with legal on bankruptcy cases as appropriate.
• Review/Audit new case census data for accuracy of first bill.
• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance.
• Agents for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• Subject Matter Expert for the purpose of work thread related issues and escalated transactions.
• QCA for the purpose of feedback and audit.
• Trainers for the purpose of Pre-process and Process training.

Any other essential function that may occur from time to time as directed by the Supervisor.
Knowledge, Skills and Abilities
Process Specific Skills

• Knowledge about the Insurance industry in US
• Knowledge about US Culture
• Knowledge of collection fundamentals

Knowledge and skills

• Excellent listening, oral and written communication skills
• Escalate issues if required
• Proven customer service skills
• Excellent analytical and research skills
• Accounting/math problem solving skills
• Self-motivated, well organized, and flexible with a sense of urgency approach
• Teamwork/ Managing Self / Adaptability
• Ability to work successfully in production driven environment
• Adaptability to change

Other Requirements

• Ability to continually work in a challenging environment.
• Knowledge of MS Office - Excel, Power Point, Word
• Self-initiated and zeal for continuous improvement
• Should be able to present effectively
• Adaptability to change
• Ability to manage multiple tasks prioritizing effectively

About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplacesxe2x84xa2 for 2024, MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's . Join us!