Description and Requirements
Summary of Responsibilities:
Ensures that the team achieves or exceeds its business objectives in the area of Customer Experience. Resolves escalated customer issues regarding policy, claims, billing, etc. Ensures that the team has the knowledge, skills, and tools to be successful and provides support as appropriate. Takes on projects and works closely with all other departments within Pet.
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Principal Responsibilities:
• Provide daily direction and communication to call center associates to ensure the team is performing optimally
• Expeditiously and efficiently resolve customer escalated issues via phone, email and chat interactions
• Provide policy clarification to Customer Experience team along with updates to new processes and procedures
• Perform administrative tasks including, but not limited to, customer escalations, inter-department communication and policy change requests
• Project lead, working closely with other departments to find solutions to issues that arise. Work to develop and enhance processes and procedures.
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Knowledge/Skills/Competencies Required:
• High school diploma or equivalency
• 2+ years relevant experience in customer service
• Working knowledge of Microsoft Office (Outlook, Word, Excel, Internet)
The salary range for applicants for this position is 47,200 - 53k.
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", Fortune World's 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 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.
47,200 - 53k
What the Team is Saying
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What We Do
Named one of Fortune’s “World’s Most Admired Companies,” MetLife is leading the global transformation of an industry we’ve defined for more than 150 years. At MetLife, every innovation and line of code is a lifeline for our customers and their families—from victims of natural disasters to people living with disabilities and beyond. With operations in more than 40 markets and leading positions across the globe, MetLife’s building a workforce of diverse and empowered voices that all belong. Join our remarkable journey—one in which you help write the next century of innovation in financial services—because with MetLife, making the world a better place is All Together Possible.
Why Work With Us
At MetLife, you’ll be working for a company whose purpose is to help customers throughout their life’s journey, and often in their most critical time of need. You’ll be a part of developing leading-edge platforms that will have a lasting impact on the lives and well-being of tens of millions of customers.
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MetLife Teams
MetLife Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
MetLife's current workplace policies classify roles as Office, Hybrid or Virtual based on the nature of work, encouraging new ways of working together
