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Customer Care Advocate

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Date Posted: Apr 28, 2022

Location(s): Cary, NC, US, 27513

Company: MetLife

Job Title: Customer Care Advocate

 

Location:  United States; Cary, NC - Virtual (Training will be in office) (New hires should live within a commutable disctance 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? The associates, of course!  We are actively hiring Customer Service Representatives for our Group Life Product line in our Cary office!! As a Customer Service Rep, 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, attention to detail, strong noetic curiosity, and a genuine 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.

 

In return, we will provide the following to enhance your success and engagement from day one and throughout your career-- Participation in our comprehensive benefits package which consists of medical, dental & life insurance, retirement plans, paid holidays, vacation time and a variety of programs designed to strengthen and reward your performance.   

 

Who are Global Customer Solutions (GCS)?

 

Global Customer Solutions (GCS) is MetLife’s Contact Center organization. We provide support of key insurance and protection products within the Americas business. The team covers MetLife products, both for individual and employer groups, including Property & Casualty, Dental, Annuities, Life, Disability, Critical and Long-Term Care, and more. The team provides world-class Customer Service and Sales support to customers via phone and email. They are acted to making a difference through every customer experience.

 

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.
  • 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. Track responses to ensure completion.
  • Enhance and strengthen the relationship between the customer and MetLife using strong communication, keen listening 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.

 

 Essential Business Experience and Technical Skills

 

Required:

  • New hires should live a commutable distance from the site the role is posted in.
  • Training will be in office (Cary, NC) for 6 weeks.  After training is concluded, the role will be virtual.
  • 1 year customer service experience. 
  • An ability to work an 8-hour shift during the hours of operation of 8AM – 11:00PM Monday – Friday; must be flexible regarding overtime & shift worked, which may change based on business needs.

 

 Preferred:

  • High School diploma, GED
  • Some college experience, trade, or professional certification.
  • Insurance or Financial Services industry experience or Product specific experience.
  • Prior Call Center experience is highly preferred.
  • 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.
  • A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
  • Strong computer/keyboard skills as well as solid math, analytical and problem-solving skills.
  •  Outstanding listening skills and professional oral & written communication with an ability to inspire trust and accountability though an empathetic communication style which promotes a quality image of MetLife.

 

Business Category

Group Life Products

 

Number of Openings

15

 

 

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:

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.

 

 


Nearest Major Market: Raleigh