Customer Care Advocate

• Posting Location: Warwick, Rhode Island

Description and Requirements

Location: United States; Warwick, RI. Virtual Role with In-Person Training. New Hires must live within a commutable distance of our Warwick location.

The Team You Will Join

The Global Customer Service and Operations (GSCO) team is the face and voice of MetLife to our customers and the center of the customer experience. Whether processing or problem solving, the work we do centers on connecting with the hearts and minds of customers to provide high-tech, high-touch care in the moments that matter most. Our team of supportive advocates provides a differentiated customer experience through patience, empathy, and understanding. Does this sound like you? Join us!

How Youll Help Us Build a Confident Future (Key Responsibilities)

At all times enhance and strengthen relationships between the customer and MetLife. Customer Care Advocates are expected to perform these responsibilities in a consistent, professional manner while displaying superior interpersonal and service skills.

• 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.
• Servicing customers who possess a MetLife policy by responding to requests via telephone.
• Research and respond to requests and discuss options regarding various aspects of the policy and procedures.
• Assist with site access and refer requests for other policy modifications to appropriate areas

What You Need to Succeed (Required Qualifications)

• New hires should live in a commutable distance from the site the role is posted in.
• High school diploma or GED equivalent.
• Must have ability to work shifts between the hours of 8 AM and 11 PM ET, Monday through Friday. This includes evening shifts if needed (evening shifts can last until 11 PM ET).
• Must be available for the full duration of in office training.
• Strong knowledge of troubleshooting for different browsers (Chrome, Edge, Firefox), clearing cookies and cache, screenshots etc.
• Experience accessing and navigating up to 10 electronic systems to provide complete response.
• Must possess a professional and engaging phone voice and demonstrate a true desire to help people.

What Can Give You an Edge (Additional Skills)

• Previous Call Center experience preferred.
• Demonstrate ability to learn quickly and willingness to obtain functional knowledge and understanding of company products.
• Possess excellent oral & written communication skills along with a professional and engaging phone voice and superior telephone etiquette.
• Excellent active listening skills with ability to comprehend and articulate clearly to customers in a dynamic and fast-paced environment while promoting a world-class image of MetLife
• Demonstrate ability to work in a team environment to improve service to internal and external customers while also demonstrating an ability to work independently from home.
• Ability to generate innovative ideas for process improvements and problem-solving; Ability to work various shifts within hours of operation.
• Flexibility is a must, as your shift can change to meet business needs and additional hours may be asked per business need.

Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more! About MetLife Recognized on Fortune magazines list of the 2024 "Worlds Most Admired Companies", Fortune Worlds 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife, through its subsidiaries and affiliates, is one of the worlds leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East. Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, were inspired to transform the next century in financial services. At MetLife, its #AllTogetherPossible. Join us! Equal Employment Opportunity/Disability/Veterans If you need an accommodation due to a disability, please email us at accommodations@metlife.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.