Customer Care Advocate

Job Location: Virtual but must be within a commutable distance to Warwick, RI markets. 

(Training is IN-OFFICE)

Role Value Proposition

We are actively hiring Customer Care Advocates (CCA) for the Retirement and Income Solutions (RIS) team in Warwick!

Our team handles inquiries from our Group Annuity Contacts customers. As a CCA, you will handle customer service inquiries via the telephone and/or email and resolve problems, maintain quality service by following policies and procedures and reporting needed changes. 

Our successful candidates will leverage effective listening skills, attention to detail, strong noetic curiosity, and an 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 meet those needs, you will deliver a service experience that exceeds expectations and make it easy for customers to do business with us.   

Key Responsibilities

• Respond to customer requests via telephone or email, providing excellent customer service to MetLife’s customers. Research requests regarding various product aspects - policy provisions, claim status, billing/payment inquiries, etc.
• Efficiently process transactions and refer requests to appropriate areas. Track responses and follow up with customers to ensure completion. Enhance and strengthen the relationship between the customer and MetLife using strong communication skills, keen listening skills and empathy. Efficiently access and navigate multiple electronic systems to provide a complete and integrated response to the customer’s inquiry.

Essential Business Experience and Technical Skills

Required Qualifications:

• New Hires should live a commutable distance from the site the role is posted in with an ability to work an 8-hour shift between the hours of operation of 8 AM to 9 PM Monday – Friday (no weekends); must be flexible regarding overtime and shifts worked, which change periodically based on business needs.
• Strong computer/keyboard skills as well as analytical and problem-solving skills. Outstanding 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. Candidates must have a passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.

Preferred Qualifications:

• High School Diploma or GED equivalent with 1 year of customer service experience. 
• Prior Call Center experience is highly preferred. Insurance or Financial Services industry experience or Product specific experience.

• A demonstrated ability to quickly learn and continuously develop functional knowledge and an understanding of the three main products serviced in RIS.

Travel

Training conducted at Warwick, RI office.

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.
Number of Openings

20

 
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.

The wage range for applicants for this position is $40,000.00 - $41,600.00. This role is also eligible for annual short-term incentive compensation. MetLife offers a comprehensive benefits program, including healthcare benefits, life insurance, retirement benefits, parental leave, legal plan services and paid time off. All incentives and benefits are subject to the applicable plan terms.

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.