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Senior Customer Care Advocate

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Date Posted: Jul 1, 2022

Location(s): Cary, NC, US, 27513 Warwick, RI, US, 2886 Oriskany, NY, US, 13424

Company: MetLife

Job Title: Senior Customer Care Advocate – Group Variable Universal Life (GVUL)


Locations:  United States; Cary, NC - Virtual (New Hires should live within a commutable distance of the Cary location)


Role Value Proposition:

As a leader in insurance, MetLife never underestimates the significance of the impact made by associates. We are the country’s number one underwriter of employer-sponsored programs, insuring over one million automobiles and homes in the US through group plans. We are also the 11th largest provider of personal lines, auto, homeowners and related insurance.


How do we do it? Our associates, of course!


We are actively hiring Senior Customer Care Advocates for our Group Variable Universal Life product line! As a Senior Customer Care Advocate, you will receive in-bound customer service inquiries via the telephone and/or email and resolve problems by putting customers at the heart of all you do.


The successful candidate will leverage effective listening skills, an attention to detail, strong noetic curiosity, and the desire to make a difference to ensure each customer experience is exceptional.


With an understanding of the customers’ needs and wants, and a focus on delivering solutions that meet those needs, you will deliver a service experience that exceeds expectations and makes it easy for customers to do business with us.


Key Responsibilities:

  • Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
  • Handles non-routine customer service inquiries and enters information into the company database for Group Variable Universal Life.
  • Researches and responds to errors, application and contract discrepancies, and processing delays.


Essential Business Experience and Technical Skills:

  • A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
  • A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of company products as well as administrative, claims, underwriting and marketing functions.
  • Strong computer/keyboard skills as well as solid math, analytical and problem-solving 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.
  • Ability to work during the hours of operation of 8am-8pm Monday-Friday; must be flexible regarding overtime & shift worked, which may change based on business needs.



  • New hires should live a commutable distance from the site the role is posted in.
  • 1+ year experience in a role working with customers
  • Must obtain FINRA Series 6 license within 90 days of hire



  • High school diploma or equivalent preferred; Some additional educational experience or a trade or professional certification is strongly preferred
  • Degree in Business/Finance strongly preferred
  • Insurance or Financial Services industry experience or Product specific experience strongly preferred
  • Prior Call Center experience is preferred
  • Ability to multi-task and navigate dual screens/multiple applications
  • Exceptional communication skills
  • Must possess a passion for customer centricity
  • Current FINRA Series 6 certification is a plus. 



Business Category

Global Customer Service & Operations


Number of Openings





At MetLife, we’re leading the global transformation of an industry we’ve long defined.  United in purpose, diverse in perspective, we’re dedicated to making a difference in the lives of our customers.






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 help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.


We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked #46 on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies." 


MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.



We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife.  For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.



MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.



MetLife maintains a drug-free workplace.



Requisition #: 125389


Nearest Major Market: Raleigh