Senior Customer Service Representative

About the role

MetLife's Global Customer Service and Operations team is looking for a Senior Customer Service Representative to act as the main point of contact for customers. The role delivers an outstanding customer experience through efficient service, timely issue resolution and continuous improvement of customer journeys.

Key responsibilities

• Handle walk-in customers and respond to inquiries through front-desk and digital channels
• Process customer requests and provide policy servicing support
• Support customer retention and policy conservation activities
• Investigate and follow up on complaints and service requests
• Monitor transactions and confirm bank payments related to policies
• Handle wire transfer allocations and reconcile them with customer policies
• Coordinate with internal stakeholders and monitor service quality standards
• Use Power BI and AI-enabled tools to generate insights, support reporting and improve service

Required profile

• Bachelor's degree in Business Administration, Insurance, Finance, Marketing or a related field
• 3-5 years of experience in customer service, policy servicing, customer operations or a related insurance/financial services role
• Fluent Arabic and English, written and spoken
• Preferred: life insurance or financial services experience, customer journey improvement and Power BI dashboard experience

Required skills

• Proficiency in Microsoft Office, especially Excel and PowerPoint
• Advanced Power BI, including dashboard creation, reporting and data analysis
• Interest in AI-powered tools and digital solutions