Customer Care Advocate LTC 10.21.24

Description and Requirements
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!
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!
Job Title
Customer Care Advocate
Job Location
Warwick, RI. Virtual role with in-person training. New Hires must live within a commutable distance of Warwick, RI.
The Opportunity
We are actively hiring Customer Service Representatives for our Long-Term Care product line with a start date on 10/21/2024. After paid training, you will join our in-bound customer service team putting customers at the heart of all you do.
Success in this role requires problem solving and putting customers first. Customer Service Representatives are responsible for providing support to customers via phone and are committed to make a difference through every customer experience. You'll collaborate closely with team members in an environment where every contribution is respected, and every perspective is heard.
How You'll Help Us Build a Confident Future (Key Responsibilities)

• Communicate with customers via telephone using strong communication skills. Active listening, and empathy.
• Drive solutions that best meet the customer's needs .
• Analyze and resolve complex customer issues such as requests regarding various product aspects, policy provisions, claim status, basic procedures, etc.
• Ensure each customer experience is exceptional by leveraging effective listening skills, attention to detail, strong intellectual curiosity, and an honest desire to make a difference.
• Efficiently process transactions and refer requests for other policy modifications to appropriate areas. Track responses to ensure completion.
• Support special product and/or service campaigns as needed, or as requested 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.

What You Need to Succeed (Required Qualifications)
Logistics

• Virtual roles work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Training will be in-office for a designated duration (October 21st to December 27th). Candidates must be available for all of training. Must adhere to strict start/end times.
• After training, the job is performed primarily virtually with required monthly in office days based on business needs.
• Required to work an assigned shift during hours of operation between 8:00am - 6:00pm ET, Monday through Friday; must be flexible regarding the ability to work overtime & shift worked, which may change based on business need and bidding process.
• Able to work in a stationary position 75% of time.

Skillsets & Proficiencies

• Strong computer/keyboard skills as well as analytical and problem-solving skills
• Quickly grasps information and efficiently solves verbal challenges with strategic thinking.
• Communicates complex verbal and written concepts with ease.

Customer Centric

• A passion for serving customers and a personal commitment to following through in a dynamic, fast-paced environment.
• Professionally demonstrate empathy to others.

What Can Give You an Edge (Additional Skills)

• Suggested 2+ years of experience in Customer Service. Prior Call Center experience is highly preferred.
• High School diploma, GED, some college experience, trade, or professional certification.
• 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 analytical and trouble shooting 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 Service & Operations
Number of Openings
8
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 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, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible. Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected] . 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.
The salary range for applicants for this position is 41600.
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 magazine's list of the 2024 "World's Most Admired Companies" as well as the 2024 Fortune 100 Best Companies to Work For ®, 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 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, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. 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.
41600