The Senior Customer Service – Front Office role is responsible for delivering exceptional face-to-face customer support and ensuring all walk-in inquiries are resolved efficiently and professionally across Jordan. This role is essential to maintaining MetLife’s service excellence, ensuring customers feel supported, informed, and confident in every interaction. Guided by our purpose – always with you building a more confident future – and our New Frontier strategy, this role offers the opportunity to directly influence customer satisfaction and enhance service quality.

• Lead front‑office customer interactions by providing professional, timely walk‑in support.
• Create accurate documentation of customer requests, complaints, and service actions.
• Oversee complaint investigations and ensure proper follow‑through until full resolution.
• Manage customer payment confirmations, ensuring accuracy, compliance, and proper filing.
• Develop service quality insights through regular quality checks and reporting.
• Coordinate effectively with internal teams to ensure timely issue resolution.

• Bachelor’s degree in Business Administration, Finance, or related field.
• Proficiency in CRM tools and customer service platforms.
• Strong communication, problem‑solving, and conflict‑resolution skills.
• High attention to detail and professionalism in a fast‑paced environment.

• 3–5 years of experience in customer service within insurance or financial services.
• Familiarity with policy servicing processes and walk‑in service protocols.
• Strong teamwork, adaptability, and ability to manage sensitive situations with empathy.