Associate

Basic Function

Account Representative will be accountable for correcting any error in the bill or resolving any remittance discrepancy or providing correct refund to the customer. For any information, where GOSC resource is not able to complete the task as per the defined Standard Operating Procedure, the case will then be routed to the Onshore Account Rep for further investigation and resolution.

Essential Functions

• Monitor the billing, transmission and payment processes for assigned customers of varying complexity.
• Reconcile differences between billed and paid amounts from group customers. Implement corrective actions, as needed, to ensure correct billing for insurance plan participants.
• Accountable for accurately applying premium or updating information from Institutional customers to the policies/accounts/records for each individual in a timely fashion.
• Assist in coordinating internal resources needed to implement product additions, to adjust for customer mergers/acquisitions and to accommodate customer changes in pay frequency, reorganizations, etc.
• Participate in analyzing escalated problems, issues and/or inquiries from group customers, Sales execs, brokers and other units within Met (e.g., Call Center) and develop solutions/responses.
• Proactively perform functions that are critical to the accuracy of the billing for all assigned accounts; (annually updating account billing schedules, daily analysis of reports that document missed or incorrect deductions, audit the accuracy of the content of administrative systems, etc.) in order to prevent serious administrative problems and customer service issues.
• Assist in contributing to the development of new processes and procedures.
• Mentor new Account Reps. and other Account Reps. on entry level topics.
• Document existing administrative processes and procedures. Recommend improvements to existing systems and processes/procedures from the patterns observed administering cases.
• Any other essential function that may occur from time to time as directed by the Assistant Manager (AM)

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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.
We are ranked #44 on the Fortune 500 list for 2019. In 2019, we were named to the Dow Jones Sustainability Index (DJSI) for the fourth year in a row. DJSI is a global index to track the leading sustainability-driven companies.