Description and Requirements
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 Part Time 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 4-5 hour shift between the hours 4 PM 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.
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.
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.