Customer Loyalty Executive

Description

Job Summary: The Customer Loyalty Executive will strengthen relationships with customers through close, empathetic engagement, delivering a high-quality service experience to ensure their satisfaction and retention. Key Highlights: 1. Strengthen relationships with portfolio customers. 2. Deliver a high-quality service experience. 3. Manage customer needs in an agile and assertive manner. ### **General Information** **Location** BOGOTÁ D.C., BOGOTA Working Schedule Full\-Time Work Arrangement Hybrid Posted Date 03\-Aug\-2026 Job ID 19420 ### **Description and Requirements** The Customer Loyalty Executive will be responsible for strengthening relationships with portfolio customers through close, empathetic, solution-oriented engagement—reminding them of the value of their life insurance and supporting them with their requests, inquiries, and concerns. Guided by our purpose—*always with you, building a safer future*—and our **New Frontier** strategy, the primary function of this role is to deliver a high-quality service experience via telephone calls and other customer interactions, managing their needs in an agile and assertive manner, and contributing to their satisfaction and continued relationship with the Company. **Key Responsibilities** * Manage assigned calls and campaigns to provide valuable information, foster loyalty among portfolio customers, and contact orphaned customers—contributing to campaign effectiveness and 12-month retention. * Address and manage requests, inquiries, and concerns arising from each interaction, striving to offer comprehensive solutions and resolve cases during the first contact. * Remind customers of the benefits of purchased products and present additional service options aligned with needs identified during the conversation. * Guide customers on required processes and procedures, providing accurate, up-to-date, prompt, and assertive responses. * Update customer contact information in the Company’s systems to maintain database quality and contactability. * Identify and recommend improvement opportunities to optimize processes and continuously elevate the customer experience. **Requirements** * Technical, technological, or university-level education (from the sixth semester onward). * Minimum 2 years of experience in telephone operations, customer service, and loyalty programs within service-oriented companies—such as banking or financial institutions, healthcare, or telecommunications. * Proficiency in Microsoft Office: Word, Excel, PowerPoint, and Outlook. * Strong customer orientation, empathy, active listening, and assertive communication. * Results-driven mindset, quick response capability, flexibility, perseverance, self-control, and ability to analyze cases and facilitate solutions. **Desirable Qualifications** * University professional degree. * Knowledge or work experience in insurance companies, especially in customer service and loyalty processes. * Experience with customer relationship management tools or systems, insurance operations, and call center dialers. * Competencies aligned with acting urgently, taking ownership, facilitating solutions, fostering inclusion, collaborating, and delivering what matters. **Benefits We Offer** Our benefits are designed to support your holistic well-being, including programs for physical and mental health, financial wellness, and family support. We offer major medical expense insurance, life insurance, combined with a competitive compensation package—including performance bonuses, a savings fund, and a pension plan. We also provide extended parental and adoption leave, plus additional benefits such as volunteer time off, birthday days off, Cultural Heritage Day, cultural and sporting events—and much more! **About MetLife** Recognized on Fortune magazine’s 2025 list of the “World’s Most Admired Companies” and on Fortune’s 2025 list of the 25 Best Workplaces™ in the World, 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. As part of our “New Frontier” strategy, MetLife is building a people-centered future powered by Artificial Intelligence. We seek curious, adaptable individuals with a growth mindset who want to join us in leveraging AI to improve how we serve our customers, support our communities, and transform the way we work. At MetLife, artificial intelligence is a responsible ally that supports human judgment, drives creativity and continuous improvement, and helps us foster trust, inclusion, and long-term value creation. Our purpose is simple: to help our colleagues, customers, communities, and the world at large build a safer future. United by purpose and guided by our core values—Win Together, Do the Right Thing, Deliver Impact over Activity, and Think Forward—we are inspired to transform the next century of financial services. At MetLife, it’s \#AllTogetherPossible—join us!