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 cutting-edge 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 productive 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 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 environment
• Exhibits superior customer service capabilities
• Excellent computing skills and literacy
• Outstanding communication skills, both written and verbal

📌 Policy Administration Consultant Sydney
🏢 MetLife Australia
📍 Sydney