Met Life, Inc Work Values

Daily Duties at Met Life, Inc:

• Responsible for leading a team of 75 cross functional customer service employees in a call center environment including implementation and service while constantly meeting all call performance metrics including service level, abandonment rate, customer satisfaction and first call resolution. • Act as Officer of Supervisory Jurisdiction (OSJ) for FINRA registered representatives. • High client satisfaction resulting in strong book of business retention by providing strategic and innovative solutions to client’s needs. • Collaboratively work with brokers, benefit administrators, and internal business partners to provide communications and conduct presentations on service expectations and metrics. • Lead process improvement projects resulting in efficiencies and process improvement and presented to Sr. Leadership. • Increased productivity by 20% by maximizing staffing through coaching, cross training and scheduling. • Mentored and trained new supervisors and Client Service Specialists. • Created motivational incentives to create employee satisfaction and drive accountability. • Partner with work force management to determine scheduling, staffing, and call flow engineering. • Worked with Human Resources to investigate and provide documentation for employee concerns, claims, disciplinary action, performance reviews, and discharge disputes. • Collaboratively work with brokers, benefit administraters, and internal business partners to provide communications and conduct presentations on service expectations and metrics. • Lead client centric meetings to review operations performance and trends.

What they like about Met Life, Inc:

You give high priority to hiring firms with prestige. Market reputation and prestige of a firm may be determined through on-line research, and conversations with individuals working in your target industry. Note that firms "in the public eye" receive a great deal more critical publicity and attention than those operating with more anonymity. So as you assess your employment opportunities, be sure to seek out the positive aspects of the firm's reputation in addition to noting negative publicity the company may have received.

Tags

cusotmer centric, motivation leader, project manager, people person, coaching, quality assurance, financial industry, FINRA

Skills

Proficient in Mircosoft Office Word, Proficient in Microsoft Powerpoint, Proficient in Microsoft Excel, Intermediate in Microsoft Access

These are some of the questions we asked our climbers about their experiences with Met Life, Inc: