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Job Details


Customer Service Associate

Business and Financial Operations


Full Time

On Site


Brighton, Colorado, United States

Customer Service Associate – Employee Benefits Administrator

Hybrid working; 1 days in Brighton, 4 days working from home

We are a company driven by a solid set of principles (see below) and purposes such as diversity, equity, and inclusion. Our working culture provides flexibility and naturally a ‘hybrid’ working model as standard. We are part of the Women in Finance Charter, an initiative set up by the UK’s HM Treasury. We want to benefit from the many positives that come by having a more diverse working culture throughout all levels of seniority and lines of business. Our workforce enjoys excellent benefits, including private healthcare, a brilliant pension, and a host of other benefits to ensure you and yours are kept safe and protected.

MetLife Success Principles

  • Build Tomorrow – We change and innovate for sustained performance
  • Win Together - We collaborate and empower each other to succeed
  • Own It - We deliver for our customers

You’ll be joining a business that is expanding, cares about the community and the environment. You will get a 9% pension as standard, increasing to 13% company max contribution (plus your 4% = a 17% pension). You can also get up to 31 days holiday, hybrid working, life assurance - employee, income protection, private medical insurance, mortgage advice, gadget cover, life assurance - partner, critical illness, travel insurance and dental cover.

Role Value Proposition:

The Administrator will work within the Employee Benefits team in the Operations function, the Administrator role is responsible for managing broker and customer relationships and administering a portfolio of Group Life Assurance, Group Income Protection and Flexible Benefits platforms. As an Administrator in the team you can expect about 75% admin and a pacey way of working.

The Administrator role involves acting as the first point of contact for financial advisors and employers, proactively managing all aspects of their queries. Taking ownership and always delivering service excellence.

You will become familiar on the trends within your Portfolio, reporting on retention, highlight new opportunities and being proactive in closing annual renewals.

Key Responsibilities:

  • Administering Group Life and Group Income Protection renewals from start to finish
  • Answering broker and client enquiries via telephone and email
  • Deliver team service level agreements and quality outputs
  • Provide support to colleagues in Underwriting, New Business and Sales Consultants as required
  • Always deliver outstanding customer service
  • Support business retention of existing policies
  • Complete relevant system updates to maintain accurate data
  • Convey complex information regarding non-standard underwriting for individuals and policies
  • Pro-active management of cases to minimise MetLife exposure to unnecessary business risk
  • Reconciliation of policy accounts
  • Liaise with other internal departments on behalf of customers
  • Completion of associated system activities to support overall team processes
  • Ensure effective risk management is taken into account in all day to day activities, in accordance with ME risk policies, and escalate any areas of concern to line manager and where appropriate Risk Management function

Essential Business Experience

  • At least 2 years’ experience working within a customer service/administration role
  • A good understanding of what’s important in the Financial Services sector, gained from working within the Industry.
  • Experience of Treating Customer Fairly, knowledge of compliance, legal and FCA regulations (full MetLife Corporate training will be provided)

Essential Technical Skills:

  • Excellent written and verbal communication skills
  • Excellent customer service skills
  • Excellent inter-personal skills, with the ability to liaise with people at all levels
  • Confident and professional telephone manner
  • Accurate and able to demonstrate a high level of organisation
  • Self-motivated, enthusiastic with a ‘can do attitude’.
  • Good team player with the ability to work on own initiative
  • Proficient in Microsoft Office applications (Excel, Outlook, Word, PowerPoint)
  • GR1 qualification (preferred)


Hours are Monday to Friday, 9am to 5.30pm.

MetLife will assist in the funding of Professional Fees for employees where it is relevant and aligned to your position within the organisation. MetLife reserve the right to make a judgement on whether the subscription is relevant or not to your role as well as cease the payment at any time. This type of subscription will not incur “benefit in kind” tax.



At MetLife, we’re leading the global transformation of an industry we’ve long defined. United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.

MetLife is proud to be an equal opportunity employer. We are committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. It is the policy of MetLife to ensure equal employment opportunity without discrimination on any basis protected by law.

For immediate consideration, click the Apply Now button. You will be directed to complete an on-line profile. Upon completion, you will receive an automated confirmation email verifying you have successfully applied to the job.

Requisition #: 132441

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We welcome applications from candidates of all backgrounds, ethnicities, genders, religions and sexual orientations.

We strive to find the best candidate for all positions and a diverse range of applicants ensures we widen our talent pool in order to achieve this.

Those with disabilities and neurodiverse conditions, please do let us know about your reasonable adjustments to ensure that we can best meet your needs.

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