Customer Care Advocate

Description and Requirements

The Team You Will Join

On MetLife’s Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life’s important moments, solving challenges, or simplifying processes with innovative technology, you’ll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you’ll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn’t just a goal - it’s what we do, one conversation at a time.

The Opportunity

The Team You Will Join - Life Services Department

Location: Cary, NC In-person Training and in person nesting Training. New Hires Should live within a commutable distance of Cary.

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 professionalism—ensuring each interaction is a supportive and positive experience, even during emotionally difficult times.

With an understanding of the customers’ needs and commitment 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.

The Opportunity  - Life Service Customer Care Advocate

Looking for a role where your compassion and communication skills truly make a difference? As a Customer Care Advocate, you’ll take inbound calls from family members, attorneys and funeral homes regarding life insurance death claims. Whether helping someone start a new claim or providing updates on an existing claim, you’ll be a trusted voice during one of life’s most difficult moments.

We’re looking for great listeners with a strong phone presence, empathy, and attention to detail. If you’re someone who thrives on helping others, providing clarity, and guiding people through challenging situations with care, this role is your opportunity to create meaningful impact in your work.

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:

Key Responsibilities

How You’ll Help Us Build a Confident Future (Key Responsibilities)

• Live within a commutable distance to MetLife Office out of Cary, NC
• Successfully complete the required training program, including in-person training from November 18, 2026 through December 24, 2026, followed by in-person nesting from December 24, 2026 through January 7, 2027. Attendance is mandatory, and no PTO may be taken during the training or nesting period. Candidates must adhere to established start and end times. Upon successful completion of training and nesting, the position will transition to a virtual work environment. Please note there will be no training or nesting on November 26, 2026, December 25, 2026, or January 1, 2027.
• Attend required office visits at least once a month at the direction of leadership, including for monthly events, training, meetings, etc.
• Work required shifts during hours of operation between 8:00AM -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.

Required Qualifications

What You Need to Succeed (Required Qualifications)

• Strong computer/keyboard skills.
• Ability to navigate between multiple computer systems and applications simultaneously.
• Strong ability to multitask, navigate business procedures and problem solve.
• Quickly grasp information and efficiently solve verbal challenges with strategic thinking.
• Ability to adapt to new technologies.
• Communicate complex verbal and written concepts with ease.
• Ability to prioritize and manage time effectively.
• Strong interpersonal skills, including empathy, compassion, patience, and active listening, with the ability to build rapport and provide exceptional customer support.
• High School Diploma or GED
• Leverages approved AI and automation tools to improve efficiency, quality, and decision-making.
• Uses sound judgment to validate AI-generated outputs and maintains accountability for all work products, decisions, and customer outcomes.

Preferred Qualifications

What Can Give You an Edge (Additional Skills)

• 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

Location Expectation: This is a hybrid role requiring a minimum of 3 days per week in office.

The expected salary range for this position is $41,600/year. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.

Benefits We Offer

Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife’s U.S. benefits, please [1] click here.

About MetLife

Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World’s 25 Best Workplaces™, as well as the Fortune 100 Best Companies to Work For®, MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

As part of our New Frontier strategy, MetLife is building an AI-enabled, people-centered future. We’re looking for people who bring curiosity, adaptability, and a growth mindset as we use AI to enhance how we serve customers, support communities, and evolve the way work gets done. At MetLife, AI is a responsible partner that supports human judgment, creativity, and continuous improvement while helping us build trust, inclusion, and long-term value.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we’re inspired to transform the next century in financial services. At MetLife, it’s [2] #AllTogetherPossible. Join us!

MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").

If you need an accommodation due to a disability, please email us at View email address on click.appcast.io. 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.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.

This posting is for a current vacancy and is anticipated to remain open for at least 30 days from the listed posting date. References

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