Customer Care Advocate

Summary of Responsibilities

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.

Group Disability: What You Can Expect

Group disability insurance is a policy for a company, group, or organization which is meant to provide compensation for its members if they are unable to work and unable to get paid because of a disability. The companies that offer our group insurance are also customers of MetLife.

The customers who call into our call center call to file their claims, or to service their active claims. Call types include callers with disability, pregnancy and other serious health issues that prevent them from working. Call types can be emotional depending on the customers reason for filing.

The candidates selected for this position will be providing customer service to inbound customers calling our 800 number. MetLife has the highest expectations for our Customer Care Advocates to always provide an exceptional customer experience on every call.

• Always remain professional.
• Never place blame on the customer or employer.
• Make a customer connection.
• Continuous Improvement environment- Always looking to improve both individual performance and the processes we have in place for Disability.

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.

Required Qualifications

• 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.

Preferred Qualifications

• High School diploma or GED equivalent.
• 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.

The wage for applicants in this position is $35 per hr. This role is also eligible for annual short-term incentive compensation. 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.

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.