Requirements

Description and Requirements

The Operations Specialist & Complaints SPOC role is responsible for managing interactions with our sales team over calls, emails and in-office. This is a key role that enables sales team to answer customer queries and support on service requests and complaints raised by customers. This is an exciting opportunity for someone who wants to grow in the customer service area within the insurance industry.

Success in this role requires good communication skills (Arabic language preferred). You’ll collaborate closely with most functions within the company in an environment where every contribution is respected, and every perspective is heard.

How You’ll Help Us Build a Confident Future (Key Responsibilities)

Lead end-to-end interactions with the sales team and walk-in customers
Create a great partner and customer experience

What You Need To Succeed (Required Qualifications)

Bachelor’s degree or equivalent
3+ years of experience related to customer service
Great communication skills
Customer Oriented with high level of empathy
Ability to work both independently and collaborate with others, coupled with a high level of self-motivation and initiative
Proficient & knowledgeable in computer skills such as MS office (Excel, PPT)
Ability to multitask and work with multiple stakeholders
Strong problem-solving skills
Ability to function in a high-volume environment

What Will Be The Key Responsibilities

Ensure consistent performance & adherence to procedures related to daily branch administration
Ensure attendance is consistent and prompt, which will ensure daily business continuity with no back logs
Ensure daily reconciliation of transactions
Support audit requirements
Action based on feedback from Sales team and Customers
Share ideas for improving support services and department KPIs
Understand and adhere to all Compliance requirements, including but not limited to, reporting of suspicious transactions, screening requirements, as applicable, and the retention of Company records; plus provide timely support and unrestricted access to information as well as attend all training requests from Compliance
Manage customer complaints in line with company's policies and procedures.

Benefits We Offer

Our Gulf benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan, an Employee Assistance Program (EAP), and other digital mental health programs. You’ll get the support you need through every stage of life with various leave policies, be able to participate in volunteering events (for which you’re able to use Volunteer Time Off), have ample learning and growth opportunities, and more.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies" and Fortune World’s 25 Best Workplaces™, 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!

MetLife Gulf

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Operations Specialist & Complaints SPOC