Summary of Responsibilities:
The Customer Care Advocate handles inbound customer service
inquiries via the telephone and/or email and resolves complex
customer issues. The successful candidate will leverage effective
listening skills, attention to detail, strong intellectual
curiosity, and an honest desire to make a difference to ensure each
customer experience is exceptional. With an understanding of the
customers needs and wants and a focus on delivering solutions that
meet those needs, you will deliver a service experience that
exceeds expectations and makes it easy for customers to do business
Respond to customer requests via telephone or email, providing
excellent service to MetLifes customers who have insurance or other
financial service products or benefit plans and providing solutions
that best meet the customers needs.
Research requests regarding various product aspects, policy
provisions, claim status, basic procedures, etc.
Efficiently process transactions and refer requests for other
policy modifications to appropriate areas. Track responses to
Enhance and strengthen the relationship between the customer and
MetLife using strong communication skills, active listening skills,
Support special product and/or service campaigns as needed, or if
solicited by the customer.
Efficiently access and navigate multiple electronic systems to
provide a complete and integrated response to the customers
Perform these responsibilities in a consistent, professional manner
while exercising strong verbal, interpersonal, and high-quality
2+ years of customer service experience.
Must be eligible to work in the US without sponsorship
Your eligibility to participate in virtual program depends on your
capacity to meet MetLifes internet requirements. Internet setup is
the employees responsibility for any virtual role. The internet
speed needs to be at least 500 750 Kbits/s dedicated just for your
MetLife computer and you must have the ability to connect your
laptop via an internet hard wire (no WIFI). Fiber, cable,
satellite, and some DSL are preferred.
New hires will be expected to pass a background check to include an
education verification, criminal background check, employment
verification, and drug screening.
After training new hires will be assigned 8-hour shifts within the
hours of 7 am until 11 pm, Monday thru Friday. New hires will be
assigned a schedule based off business needs and will be ranked
after they start taking calls. You will have this schedule until
the next shift bid. Shift bids occur every six months.
Your shifts could potentially change after every shift bid,
depending on stack ranking and business needs.
Annual bonus plan up to 5% based on company and individual
Dental, medical & life insurance
Retirement plans including 401(k)
Paid time off
Programs designed to strengthen and reward your performance
Currently, all MetLife offices are closed and employees are working
virtually. At this time, there is not a return to office policy or
timeline in place