Customer Care Advocate

Our Customer Care Advocates handle inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, diligence, strong noetic curiosity, and honest desire to ensure that every customer experience is exceptional.  

 With an understanding of the customers’ needs and wants and a focus on delivering solutions that meets those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us. This is a full-time virtual position.

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Principal 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.
• Respond to customer requests via telephone or email, providing excellent service to MetLife’s customers who have insurance or other financial service products or benefit plans and providing solutions that best match 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 ensure completion.
• Enhance and strengthen the relationship between the customer and MetLife using effective communication skills, keen listening skills and empathy.
• 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 customer’s inquiry.
• Perform these responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

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  Required Qualifications  

• New hires should live a commutable distance from the site the role is posted in.
• 1+ years of customer service experience. 
• Flexible to work specific shifts during hours of operation between 7 AM and 10 PM CT, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need.
• This role has mandatory paid, in-person training and nesting starting on February 16th lasting 7 weeks. Candidates must be available and present for all training days. 

Preferred Qualifications

• High School diploma or GED equivalent.
• Some college, or professional certification.
• Insurance or Financial Services industry experience or Product specific experience.
• Prior Call Center experience is highly preferred.
• A demonstrated ability to learn quickly and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
• A passion for serving customers and a personal commitment to following through in a dynamic, challenging environment.
• Strong computer/keyboard skills as well as solid math, analytical and critical thinking skills.
• 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.