Customer Care Advocate (Remote)

Customer Care Advocate (Remote)

MetLife is seeking Customer Care Advocates to join its Global Customer Solutions & Operations (GCSO) team. In this fully remote role, you will provide exceptional inbound customer support by assisting customers with insurance products, claims, billing, enrollments, and policy-related inquiries. The ideal candidate is customer-focused, empathetic, and enjoys solving problems while delivering an outstanding service experience.

Basic Qualifications

• Minimum 2 years of customer service experience.
• High School Diploma or GED required.
• Ability to work a flexible schedule between 8:00 AM 8:00 PM EST, Monday through Friday, including overtime and schedule changes based on business needs.
• Strong computer, multitasking, and communication skills.
• Ability to work independently in a remote environment.

Key Responsibilities

• Handle inbound customer calls and emails regarding insurance products and benefit plans.
• Research policy information, claims, billing, enrollments, and plan details.
• Process customer transactions accurately and route complex requests to the appropriate departments.
• Deliver exceptional customer service through active listening, empathy, and effective communication.
• Navigate multiple computer systems while documenting customer interactions.
• Assist customers with Accident, Critical Illness, Hospital Indemnity, Group Accident, and Retiree Dental benefits.
• Support customer service campaigns and ensure timely follow-up on customer requests.
• Maintain professionalism while meeting quality, productivity, and customer satisfaction goals.
• Participate in training and continuous improvement initiatives.

Preferred Qualifications

• Previous Call Center experience.
• Insurance or Financial Services experience.
• Experience with claims, benefits, or policy administration.
• Some college coursework, trade school, or professional certification.
• Strong analytical, problem-solving, and keyboarding skills.
• Excellent verbal and written communication skills with a customer-first mindset.

Ideal Candidate

• Passionate about helping customers and resolving issues.
• Strong active listening and interpersonal skills.
• Comfortable working in a fast-paced, high-volume contact center.
• Able to multitask across multiple computer systems while maintaining accuracy.
• Professional, dependable, and committed to delivering an exceptional customer experience.