Policy Administration Consultant

MetLife Insurance; Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

MetLife is seeking a Policy Administrator in Sydney, Australia to deliver exceptional customer service to customers and Adviser partners while proactively handling alterations to in-force policies. The role supports MetLife’s strategic initiative to innovate in the Retail life insurance market and requires a proactive, empathetic, and accountable approach to resolving requests.

Key responsibilities include end-to-end alteration process support, first-point resolution of enquiries, and

Qualifications

• Minimum 2 years’ experience in a call centre or administration role.
• Understanding of the Retail life insurance industry.
• Working knowledge of relevant regulatory policy.

Responsibilities

• Deliver exceptional customer service when engaging with customers, advisers and stakeholders.
• Proactively identify requirements, opportunities and risks in the alteration process for Life and Super policies.
• Provide first point resolution on inbound enquiries.
• Complete administration transactions within service levels.
• Manage policy maintenance, renewals & reinstatements.
• Provide proactive telephone services with accurate information and regulatory compliance.

Skills

Customer service

Administration

Call centre experience

Regulatory knowledge

Time management

Communication skills

Tools

MS Office

Job description

The Policy Administrator role is responsible for providing exceptional customer service MetLife’s customers and Adviser partners, in addition to proactively managing the administration and completion of alterations to in-force insurance policies. This role is responsible for delivering market-leading policy management service and solutions with exceptional customer experiences by applying a proactive, empathetic and accountable approach to resolving customer and adviser requests. The successful candidate will work directly to support the achievement of MetLife’s strategic initiative to deliver innovative solutions to the Retail life insurance market.

Key Responsibilities

• Deliver and demonstrate exceptional customer service skills when engaging with customers, advisers and other internal and external stakeholders
• Deliver and demonstrate exceptional administration skills by proactively identifying requirements, opportunities and risks in the end to end alteration process for Life and Super policies, at both a customer and Adviser level
• Employ sophisticated customer service skills to deliver market-leading first point resolution outcomes on inbound customer and adviser enquiries
• Respond to and complete all administration transactions in an efficient and effective manner, and within agreed service levels
• Managing the existing policy maintenance, renewals & reinstatements
• Provide proactive telephone services which demonstrate accuracy of information, strong regulatory compliance and adherence to company telephone service policies and procedures

Essential Business Experience and Technical Skills

Required Experience

• Minimum 2 years’ experience in a call centre or administration role
• Demonstrated understanding of the Retail life insurance industry
• Working knowledge of relevant regulatory and legislative policy .

Preferred Experience/Skills:

• Displays a positive and enthusiastic attitude
• Communicates openly and proactively shares knowledge
• Exceptional time management and prioritisation skills
• Performs well under pressure, in an evolving environment
• Exhibits superior customer service capabilities
• Excellent computing skills and literacy
• Outstanding communication skills, both written and verbal

About MetLife

Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, 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.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long‑term value.

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!