Agency Executive
MetLife Alico
Total years of experience :19 years, 8 Months
Ensures as a minimum the attainment of production, manpower and quality, budgeted objectives,
for the Agency Outlets under my responsibility.
• Leads and motivates the Agency Sales Force, in my area of responsibility, to put the required work
daily with conviction and proper attitude, removing any real or assumed barriers, to achieve
budgeted objectives.
• Ensures that my Agencies are in full compliance with Company directions.
• Applies the established management process to ensure effective & compliant implementation of the
expected daily activities and follow up on Agency performance.
• Directs, develops and coaches Agency and Unit Managers to recruit and build a professional Agent
sales force daily, demonstrating best practice in the daily implementation of their skill, knowledge
and attitude.
• Applies the Company standards and procedures, which facilitate the effective, disciplined and
consistent functioning of the Agency structure.
• Proposes challenging budget objectives for the Agency Outlets assigned to me, in the context of
overall Company goals and implements the decided strategies and action plans, which will ensure
their achievement.
• Implement and promote established synergies (agreed with the A.D.) with Profit Centers to
maximize the utilization of my Agency Outlets and their impact on overall Company results.
• Ensure that the Agency Outlets assigned to me, provide high quality, reliable service to our
customers during the initial sales process and throughout the life of each policy.
Responsible for overseeing the customer service department and ensuring the company delivers the highest level of customer service possible. Supervises, trains, coaches, and mentors employees.
•Investigate customer's problems and find solutions.
•Communicate with customers via phone, email, or letter.
•Provide scripts to read from during phone calls.
•Handle major incidents that cannot be resolved by customer service employees.
•Resolve complaints and order issues.
•Ask customers to provide feedback on customer service experience.
•Issue refunds to customers.
•Analyze data and statistics.
•Compile and print reports on overall customer satisfaction.
•Isolate and identify areas of improvement.
•Train department employees on how to adequately address problem over the phone or how to write correspondence.
•Work with management on customer service initiatives.
•Respond to customer complaints and praise.
Managing customer service & sales, operations, and staff of the Branch Customer Services and Teller areas.
Provides staff supervision, training, coaching and mentoring to promote a service and sales culture.
Manages front office lending operation and approves consumer loans within given authority. Responsible for maintaining morale, building team spirit and promoting exceptional staff and customer relations.
Coordinates all aspects of sales and service delivery with other areas of the Bank to facilitate superior and continuing customer sales and service.