Job Description

Job Title

Customer Care Advocate

Location

Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location.

Key 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.

Essential Business Experience and Technical Skills

Required

• 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.

Preferred

• 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.

At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.

Equal Employment Opportunity/Disability/Veterans

If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.

MetLife maintains a drug-free workplace.

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