Business Procedures Analyst - 4810

Description and Requirements
Job Location : Virtual - Must live within a commutable distance of a MetLife Office
Summary of Responsibilities: This position is responsible for developing and updating content for use by the GCS associates and other end-users in support of MetLife customers. _________________________________________________________________________________
Principal Responsibilities:
• Develop, organize, revise and maintain procedures in Knowledge Assist (KA) and/or Insight which are web based environments. Owns on-going accuracy and functionality of content.
• Receives and reviews user requests for addition of new topics and changes. Assignments require the regular exercise of discretion and independent judgment.
• Represents GCS Sales and/or Service on project/initiatives as a team member and/or subject matter expert.
• Partner with Learning & Development to ensure training curriculum is current.
• Attend calibration sessions to provide feedback and act as subject matter expert for both internal and vendor associates.
• Ensure compliance for product in relation to state and federal regulation and corporate policies.
Knowledge/Skills/Competencies Required:
• Subject Matter Expert in product or multiple lines of business with call center procedures. Knowledge of concepts, product provisions, and contractual requirements.
• Strong interpersonal and communication skills, both oral and written
• Excellent listening skills
• Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving work environment.
• Excels at building partnerships and work collaboratively within and across organizational boundaries.
• Ability to problem solve and is persuasive in a way that results in creative, innovative solutions that will effectively fulfill complex internal and external customer needs.
• Strong knowledge of Word and Excel. Basic knowledge of a HTML based authoring tool used in procedure publication a plus.
The salary range for applicants for this position is 41600 - 60300.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
41600 - 60300