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Senior Customer Care Consultant

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Date Posted: Jun 14, 2022

Location(s): Warwick, RI, US, 2886

Company: MetLife

Location: Virtual within commutable distance of Warwick, RI 


Role Value Proposition: 

 Retirement Income Center Sr. Customer Service Advocate will work directly with employees from client companies with group annuity contracts, in a call center environment.  The candidate will work to improve customer retention by problem solving, educating, and providing exceptional customer service. He or she will manage and optimize inbound calls to increase policy enrollment. Additional enrollment opportunities may be offered through providing supplemental disability insurance options to select group customers.


 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.

  • Manage inbound email, click-to-chat and phone inquiries from potential group customer for the purpose of filling coverage gaps or income annuities.

  • Manage time and other resources to ensure customer needs and unit objectives are met consistently.

  • Make outbound calls to current or prospective customers to educate and offer supplemental disability insurance from data provided by group customer.

  • Handle all interactions promptly and effectively to minimize wait times.

  • Build rapport with potential customers to show value in MetLife products.

  • Build strong knowledge of products and services offered.

Essential Business Experience and Technical Skills:



  • New hires should live a commutable distance from the site the role is posted in

  • High school diploma or GED

  • Proven attendance reliability.

  • Flexible schedule requirements, with the ability to work evenings and weekends.

  • Obtain Series 6 FINRA license within 90 days.

  • Obtain Life and Health License in each 50 states within 90.


  • A sales and/or service background, or similar experience, with company benefits program education.

  • Insurance industry sales and/or service experience within a contact center environment.

  • Ability to operate in a fast-pace, multi-tasking environment with deadlines.

  • Strong written, verbal, interpersonal, and phone communication skills.

  • Excellent tracking, follow-up, negotiating, and relationship building skills.

  • Demonstrated ability to consistently overcome objections.

  • Articulate, professional, and possesses a strong attention to detail.

  • Proven history of adherence to corporate policies, procedures, and guidelines.

  • Strong computer background using MS Word, Excel, and Internet.



Business Category 

Global Technology and 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 #: 126414