Customer Care Advocate

Description and Requirements
The Team You Will Join
On MetLife's Global Customer Service and Operations (GCSO) team, customer care is built on trust, empathy, and a commitment to continuous improvement. Whether guiding customers through life's important moments, solving challenges, or simplifying processes with innovative technology, you'll help deliver a differentiated experience grounded in operational excellence. Backed by a collaborative team, you'll play a vital role in strengthening the way we care and advocate for millions worldwide. Here, making a real difference isn't just a goal - it's what we do, one conversation at a time.
The Opportunity
As a leader in insurance, MetLife never underestimates the significance of the impact made by associates.
We are actively hiring Customer Care Advocate s for our Life Warwick Customer Care Team. As a Customer Care Advocate , you will receive in-bound customer service inquiries via the telephone and resolve problems by putting customers at the heart of all you do.
Our successful candidate will leverage effective listening skills, strong multi-tasking skills, an attention to detail, strong intellectual 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 makes it easy for customers to do business with us.
To enhance your success and engagement from day one and throughout your career, we provide various benefits including, but most definitely, not limited to:

• Dental, medical & life insurance.

• Retirement plans including 401(k).

• Paid time off.

• Paid overtime based on business needs.

• Programs designed to strengthen and reward your performance.

Key Responsibilities

• Provide "Best in Class" customer Service for Life Insurance products.

• Educate Financial Advisors and clients on market requirements, processes, contract provisions and digital solutions .

• Answer and accurately document incoming calls from a variety of customers including Financial Advisors, contract owners and beneficiaries.

• Research and respond to errors, contract discrepancies and processing delays.

• Assist advisors with portal support including account unlocks and password reset inquiries.

• Research special requests and act as a liaison between your customer and operational areas.

• Use computerized systems efficiently to track, troubleshoot and gather information.

• Adhere to a provided schedule for your workday.

• Consistently meet or exceed key performance indicators.

Required Qualifications

• High school diploma or equivalent.

• 6 months to 1 year of customer service experience.

• Candidates must reside within a commutable distance of Warwick, RI. Job is performed primarily virtually with required in office days based on business needs.

• Ability to work during the hours of operation of 9:00 am -6:30pm EST Monday-Friday ; must be flexible regarding overtime & shift worked, which may change based on business needs.

• Strong computer navigation skills and efficient keyboard/typing skills.

• Ability to multi-task while speaking to a customer.

• Basic math, analytical and problem-solving skills.

Preferred Qualifications

• Higher educational experience or professional certification.

• Insurance or Financial Services industry experience or Product specific experience.

• Prior Call Center experience.

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

• 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.

• 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.

• Willingness to adopt and adapt to evolving business needs and take on new opportunities to support MetLife.

• Computer experience navigating in a multi-screen environment.

• Critical thinking skills demonstrating an ability to apply job knowledge to different scenarios to make effective decisions.

The expected salary range for this position is $20 per hour. This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
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, paid time off, paid holidays, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the "World's Most Admired Companies", Fortune World's 25 Best Workplaces™, as well as the 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 our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
MetLife is an Equal Opportunity Employer. All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law ("protected characteristics").
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.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liabilities.