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, prospects 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, solid regulatory compliance and adherence to company telephone service policies and procedures

Required Experience Essential Business Experience and Technical Skills
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 setting
Exhibits superior customer service capabilities
Excellent computing skills and literacy
Outstanding communication skills, both written and verbal

📌 Policy Administration Consultant Sydney
🏢 MetLife Australia
📍 Sydney