Customer Care Advocate

About the position

Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you: We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on September 8th. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do. Global Customer Service and Operations serves MetLife's customers around the world, fulfilling their servicing, underwriting, policy administration and claims needs. We are guided by our purpose, putting the customer at the center of everything we do. And, just like our customers are at the center, so are our people. We strive to make sure our employees are heard, valued, and inspired to progress. We believe when all of us with our unique backgrounds, skills, perspectives, and voices come together; even more is possible. As a leader in insurance, MetLife never underestimates the significance of the impact made by our associates. To enhance your success and engagement from day one and throughout your career, we provide numerous benefits including, but most definitely, not limited to: Competitive compensation at \$20/hour. Paid training. Dental, medical & life insurance. Retirement plans including 401(k). Paid time off. Paid overtime. Programs designed to strengthen and reward your performance.

Responsibilities

  • Handle inbound customer service inquiries via telephone and/or email and resolve complex customer issues.
  • Leverage effective listening skills, diligence, strong noetic curiosity, and honest desire to ensure that every customer experience is exceptional.
  • Deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.
  • 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.
  • 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.
  • 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 responsibilities in a consistent, professional manner while exercising strong verbal, interpersonal and high-quality service skills.

Requirements

  • 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.
  • Candidates must be available for all days of training in office from September 8th to October 20th.

Nice-to-haves

  • 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 through an empathetic communication style.

Benefits

  • Competitive compensation at \$20/hour.
  • Paid training.
  • Dental, medical & life insurance.
  • Retirement plans including 401(k).
  • Paid time off.
  • Paid overtime.
  • Programs designed to strengthen and reward your performance.
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