Job Description

Customer Care Advocate

Job Location: Warwick, RI. Virtual with in-person training. New hires should live within a commutable distance of Warwick, RI.

The Team You Will Join - Life Services Department: Our Customer Care Advocates handle inbound customer service inquiries via the telephone and resolve complex life insurance claim inquiries. The successful candidate is a compassionate listener with strong phone skills who can guide callers with clarity, empathy, and professionalismensuring each interaction is a supportive and positive experience, even during emotionally difficult times. With an understanding of the customers' needs and commitments to providing effective solutions, you will deliver a service experience that not only meets but exceeds expectations, making it simple and seamless for customers to do business with us.

How You'll Help Us Build a Confident Future:

• 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.
• New Hires must complete training and nesting in-office from January 21st to March 11th. No PTO can be taken during the training period. Must adhere to strict start/end times. Position will move to virtual after successful completion of training.
• Attend required office visits at least once a month at the direction of leadership, including for monthly events, training, meetings, etc.
• Work required shift during hours of operation between 8:00am to 8:00pm ET, Monday through Friday.
• Must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.
• Consistently meet or exceed key performance indicators.

What You Need to Succeed (Required Qualifications):

• New hires should live a commutable distance from the site the role is posted in.
• Strong computer/keyboard skills.
• High School Diploma or GED.
• Ability to navigate between multiple computer systems and applications simultaneously.
• Strong ability to multitask, navigate business procedures and problem solve.
• Ability to adapt to new technologies.
• Communicate complex verbal and written concepts with ease.
• Demonstrate empathy and active listening to others.

What Can Give You an Edge (Preferred Qualifications):

• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Higher education or professional certification.
• Insurance or financial service industry experience.
• Prior call center experience.
• Ability to prioritize and manage time effectively.
• Quickly grasp information and efficiently solve verbal challenges with strategic thinking.

Business Category: Global Customer Service & Operations

Number of Openings: 20

At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers. MetLife offers a comprehensive benefits program including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services, and paid time off. All incentives and benefits are subject to applicable plan terms. 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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