Underwriting Administration Associate

Description and Requirements

We are looking for a proactive and detail-oriented Underwriting Administration Associate to join our Underwriting Service & Optimisation team who will play a key role in delivering high quality customer service and administrative support for all underwriting-related activities. The role involves handling customer enquiries, supporting end-to-end underwriting processes, and engaging with internal and external stakeholders to ensure efficient service delivery. Reporting to the Service & Optimisation Manager, the role sits within a collaborative, performance-focused operations environment with a strong emphasis on service excellence and continuous improvement.

The Underwriting Service & Optimisation team comprises four core functions:

• Group & Corporate Underwriting Administration
• Retail Underwriting Administration
• Tele-Interview
• Underwriting Optimisation

The successful candidate will work across Group, Corporate, and Retail Administration, as well as Tele-Interview. This cross-functional exposure directly supports MetLife’s strategic objectives by enabling efficient underwriting outcomes and the delivery of innovative solutions to customers, advisers, and business partners.

Key Responsibilities

• Proactively manage insurance applications by regularly engaging with underwriters, Group fund administrators, Corporate brokers, Retail advisers, and adviser support staff.
• Complete all underwriting administration transactions efficiently and within agreed service levels.
• Respond to customer calls regarding underwriting administration enquiries.
• Conduct Tele-Interviews for Group and Retail insurance applications.
• Deliver exceptional customer service when interacting with customers and both internal and external stakeholders.
• Apply a thorough understanding of MetLife’s products, relevant legislation, underwriting, and reinsurance requirements to all administrative and adviser service activities.
• Perform peer-review quality checks as required.
• Build and maintain effective relationships with MetLife’s business partners and external stakeholders.
• Seek out innovative and creative improvements for MetLife’s processes and procedures.
• Perform other duties as required by management.

Required Experience & Skills

• At least 3 years’ experience in a Call Centre or Administration role.
• Demonstrated understanding and working knowledge of the life insurance and superannuation industry.
• Exhibits superior customer service capabilities.
• Displays a positive and enthusiastic attitude.
• Exceptional planning, time management, and prioritisation skills.
• Performs well under pressure, in an evolving environment.
• Excellent computing skills and literacy.
• Outstanding communication skills, both written and verbal.
• Demonstrated ability to adapt to and embrace change, commitment to continuous improvement and Lean principles.

Key Business Relationships

Internal:

• Underwriting team
• Customer Experience team
• Policy Admin team
• Adviser & Commission Admin team
• Product team
• Distribution team
• Legal and Compliance teams

External:

• Financial Advisers and Brokers
• Superannuation Trustees and Fund Administrators
• Customers & Fund members
• Service Providers
• Reinsurers and Chief Medical Officers

Benefits We Offer

When you join MetLife Australia, you are joining a company that demonstrates holistic care and wellbeing for employees with benefits and programs that address physical, mental, social and financial health. We offer life insurance benefits, generous paid parental leave, market leading menopause and fertility leave, car leasing and more. As well as Employee Assistance Program (EAP), access to 360Health medical support, volunteer leave and study assistance.

About MetLife

Recognised on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Diversity Council of Australia Inclusive Employer Award, 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 individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible. Join us!

Key skills/competency

• Underwriting Support
• Customer Service Excellence
• Administrative Processes
• Life Insurance Industry Knowledge
• Superannuation Industry Expertise
• Stakeholder Engagement
• Communication Skills
• Time Management
• Process Improvement
• Quality Assurance