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Customer Care Advocate - Disability, Hybrid 20/HR

Date Posted: Nov 15, 2021

Location: Omaha, NE, US, 68102 Warwick, RI, US, 2886 Dayton, OH, US, 45448

Company: MetLife

Start Date:

January 10, 2022

 

 

Role Value Proposition:

 

Are you someone that enjoys problem solving and putting customers first? Do you want to directly impact the lives of our customers? Then we have an amazing opportunity for you: We are actively hiring Customer Care Advocates for our Global Customer Solutions and Operations (GCSO) contact center team, starting on December 6, 2021. After paid training, you will join the in-bound customer service team putting customers at the heart of all you do.

 

Global Customer Service and Operations serves MetLife’s customers around the world, fulfilling their servicing, underwriting, policy administration and claims needs.  We are guided by our purpose, putting the customer at the center of everything we do.  And, just like our customers are at the center, so are our people. We strive to make sure our employees are heard, valued and inspired to progress. We believe when all of us with our unique backgrounds, skills, perspectives and voices come together; even more is possible.

 

As a leader in insurance, MetLife never underestimates the significance of the impact made by associates.

 

To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

 

  • Competitive compensation starting at $20/hour
  • $1000 front line bonus after a year of service
  • Paid training
  • Dental, medical & life insurance
  • Retirement plans including 401(k)
  • Paid time off
  • Paid overtime
  • Programs designed to strengthen and reward your performance

 

Summary of Responsibilities: 

 

The Customer Service Representative handles inbound customer service inquiries via the telephone and/or email and resolves complex customer issues. The successful candidate will leverage effective listening skills, an attention to detail, strong intellectual curiosity and honest 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 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 NOT a virtual position.

 

Principal Responsibilities:

 

  • 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 strong 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.

 

Basic Required Qualifications:

 

  • Live within driving distance of one of our core locations: Dayton, OH, Omaha, NE, Warwick, RI or Oriskany, NY & be willing to work in office 3 days per week after offices re-open
  • 2+ years of customer service experience
  • Flexible to work specific shifts during hours of operation between 8:00am – 11:00pm EST, 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, 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 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, fast-paced environment.
  • 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.

 

 

Business Category

Global Customer Solutions & Operations - Service

 

 

 

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 customer

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.

 

 

Requisition #: 121571

 


Nearest Major Market: Omaha
Nearest Secondary Market: Council Bluffs