Customer Care Advocate

MetLife is a leading financial services company recognized for its commitment to making a difference in the lives of customers. They are seeking a Customer Care Advocate to handle inbound customer service inquiries for Life Insurance products, ensuring an exceptional customer experience through effective communication and problem-solving skills.

Responsibilities

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc
• Provide “Best in Class” customer Service for Life Insurance products
• Educate Financial Advisors and clients on market requirements, processes, contract provisions and digital solutions
• Answer and accurately document incoming calls from a variety of customers including Financial Advisors, contract owners and beneficiaries
• Research and respond to errors, contract discrepancies and processing delays
• Assist advisors with portal support including account unlocks and password reset inquiries
• Research special requests and act as a liaison between your customer and operational areas
• Use computerized systems efficiently to track, troubleshoot and gather information
• Adhere to a provided schedule for your workday
• Consistently meet or exceed key performance indicators

Skills

• New hires should live a commutable distance from the site the role is posted in
• High school diploma or equivalent required
• 1+ years customer service experience required
• Ability to work during the hours of operation of 9:00 am-6:30pm ET Monday-Friday; must be flexible in regard to overtime & shift worked, which may change based on business needs
• Strong computer navigation skills and efficient keyboard/typing skills
• Ability to multi-task while speaking to a customer
• Basic math, analytical and problem-solving skills
• This role has mandatory paid training starting on March 23rd. Candidates must be available and present for all training days
• Higher educational experience or professional certification
• Insurance or Financial Services industry experience or Product specific experience
• Prior Call Center experience
• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment
• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions
• Superb listening skills and professional oral & written communication skills with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife
• Willingness to adopt and adapt to evolving business needs and take on new opportunities to support MetLife
• Computer experience navigating in a multi-screen environment
• Critical thinking skills demonstrating an ability to apply job knowledge to different scenarios to make effective decisions

Benefits

• Paid training.
• Dental, medical & life insurance.
• Retirement plans including 401(k).
• Paid time off.
• Paid overtime based on business needs.
• Programs designed to strengthen and reward your performance.
• Comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability.
• 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.
• Employee Assistance Program (EAP) and digital mental health programs.
• Parental leave.
• Volunteer time off.
• Tuition assistance.

Company Overview

Company H1B Sponsorship