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Customer Care Advocate
About the position
As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are actively hiring Customer Care Advocates for our Life Warwick Customer Care Team starting on May 12th, 2025. As a Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and resolve problems by putting customers at the heart of all you do. Our successful candidates will leverage effective listening skills, strong multi-tasking skills, an 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 with us.
Responsibilities
- 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.
Requirements
- New hires should live in a commutable distance from the site the role is posted in.
- High school diploma or equivalent required.
- Up to 2 years of customer service experience (includes call center, retail, and hospitality).
- Ability to work during the hours of operation of 9:00 am-6:30pm EST 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.
- Basic computer troubleshooting including clearing caches, resetting browsers and passwords.
Nice-to-haves
- Higher educational experience or professional certification.
- Insurance or Financial Services industry experience or Product specific experience.
- Previous 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 through 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.
